The consultant's responsibilities included gathering data from various sources, such as ServiceNow or others, and analyzing it to create meaningful service performance reports tailored to different audience profiles, following ITSM/COBIT guidelines. The audiences would be cross-functional, comprising both technical and non-technical stakeholders. Initially, the reporting requirements would focus primarily on technical aspects related to IT operations and IT service management, particularly key performance indicators. The consultant would also engage with IT service delivery teams and onsite IT and business stakeholders to analyze the current baseline, compare it with market benchmarks, and suggest improvements. This analysis would generate insights on trends, service efficiency, productivity, and support informed decision-making, including what-if analysis. Additionally, the consultant was expected to identify customer needs and market trends, oversee IT service delivery reporting within both technical and business contexts, and ensure comprehensive service coverage, from basic monitoring to professional IT services. They would also assess the infrastructure service catalog, help address gaps to develop an IT infrastructure service-based model, propose service improvement initiatives, and support efforts like ITSM, service benchmarking, automation, innovation, and management reporting.

The consultant delivered meaningful service performance reports, aligned with ITSM/COBIT guidelines, by gathering and analyzing data from various sources. They provided actionable insights, improved service efficiency, addressed gaps in the infrastructure service catalogue, and proposed initiatives for ITSM, automation, and benchmarking.