Nando's
Transforming IT Service Desk maturity at a well-loved restaurant chain.
The Background
Nando's initiated a transformative project to establish a unified Service Desk in South Africa, aiming to streamline operations and positively impact lives.
Despite initial success, the project faced significant challenges, resulting in a temporary suspension. Our team was initially bought in to review the failed programme and propose a path moving forward.
Following our comprehensive findings report, we were engaged to establish a structured approach to enhance IT Service Desk maturity across five markets, using the Capability Maturity Model Integration (CMMI) as the benchmark.
Our Approach
Our approach was centred on delivering value through a structured methodology.
We conducted a thorough maturity assessment across seven IT Service Management (ITSM) areas for each market, identifying alignment opportunities and gaps. Given the client's informal structure, we also provided guidance on setting up a robust programme. Key components of our approach included:
- CMMI assessment report: A comprehensive document summarising the ITSM maturity level for each market, highlighting trends and providing a clear picture of the current state.
- Gap analysis: An in-depth analysis identifying gaps between current ITSM maturity levels and best practices, along with alignment opportunities across markets.
- Improvement plan: Targeted plans for each market, addressing identified gaps with a focus on complexity, value, and the importance of closing these gaps.
- Blueprints and templates: High-level design documents and end-to-end process templates for each ITSM area, aligned with ITIL v4 standards, to guide implementation.
- Change materials: Strategic documents and presentations to communicate the vision, approach, and stakeholder engagement plans, ensuring alignment with business objectives.
The Outcome
Nando’s gained clarity, alignment and actionable plans to uplift ITSM maturity across five markets — with tailored improvement roadmaps, unified frameworks, and sustainable change strategies delivering greater operational efficiency and service excellence.
- Enhanced maturity: Each market received a clear roadmap to improve their ITSM maturity, with specific actions tailored to their unique needs and challenges.
- Alignment across markets: Identified alignment opportunities facilitated a more cohesive and unified approach to IT Service Management across all markets.
- Improved operational efficiency: The targeted improvement plans and best practice templates enabled markets to streamline their operations, leading to increased efficiency and effectiveness.
- Introduced new ways to deliver change: Innovative strategies and methodologies were introduced to deliver change more effectively, ensuring sustainable improvements and adaptability.
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