Investigate Portfolio

Structured diagnostic engagements that identify improvement priorities and define practical next steps.

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When Organisations Use Investigative

The Investigate model is typically used when organisations need a clear understanding of their current position before committing to larger improvement initiatives.

Investigate engagements are particularly useful when:

  • IT services are under pressure but root causes are unclear

  • Improvement initiatives have stalled or lack direction

  • Service performance is inconsistent

  • Governance structures are unclear

  • Tooling and processes have evolved without coordination

  • Leadership needs an independent view of current capability

Investigate provides a structured starting point that replaces assumption with evidence and identifies practical improvement opportunities.

What Investigate Looks Like in Practice

Investigate engagements are short, structured diagnostic exercises focused on understanding current capability and identifying improvement priorities.

Each engagement is tailored to the organisation, but typically includes:

Discovery

  • Stakeholder discussions

  • Document review

  • Data analysis

  • Process walkthroughs

Assessment

  • Capability review
  • Identification of risks and constraints
  • Analysis of performance data
  • Identification of improvement opportunities

Validation

  • Review sessions with stakeholders

  • Confirmation of findings

  • Refinement of recommendations

Defintion

  • Clear problem statements

  • Prioritised improvement areas

  • Practical next steps

The objective is not to produce theoretical assessments but to define practical actions that can be implemented.

Typical Duration

Investigate engagements are designed to deliver rapid clarity without extended disruption.

Typical duration:

2–4 weeks

Shorter targeted Investigate engagements may be completed in 1–2 weeks when focused on a specific area.

Typical Outputs

Investigate engagements produce structured outputs that support decision-making and planning.

Typical outputs include:

  • Assessment report

  • Current capability summary

  • Identified risks and constraints

  • Improvement priorities

  • Practical recommendations

  • Suggested next steps

Outputs are designed to support executive decision-making as well as operational improvement planning.

Example Investigate Enagements

Service Desk Review

Situation

Service desk performance had deteriorated and backlog volumes were increasing.

Investigate Activities

  • Stakeholder interviews

  • Process review

  • Ticket analysis

  • Tool configuration review

Outcome

  • Root causes identified

  • Immediate stabilisation actions defined

  • Medium-term improvement roadmap produced

ITSM Capability Review

Situation

Organisation needed to understand current ITSM maturity before investing in improvement initiatives.

Investigate Activities

  • Process assessments

  • Governance review

  • Toolset review

  • Performance reporting analysis

Outcome

  • Clear maturity position established

  • Priority improvement areas identified

  • Structured improvement roadmap defined

Operating Model Review

Situation

Roles and responsibilities had become unclear following organisational change.

Investigate Activities

  • Stakeholder workshops

  • Responsibility mapping

  • Governance review

  • Documentation analysis

Outcome

  • Responsibility model clarified

  • Governance gaps identified

  • Target structure defined

Pinpoint Diagnostic

Situation

Organisation needed rapid clarity in a specific focus area before committing to improvement work.

Investigate Activities

  • Structured diagnostic discussion
  • Focused review of the selected area
  • Targeted questions aligned to good practice
  • Identification of key gaps and constraints

Outcome

  • Clear view of the current position established
  • Priority improvement areas identified
  • Practical next steps defined

How Investigate Fits the Enagement Model

Investigate is often the starting point for organisations beginning improvement initiatives.

Typical progression:

Investigate → Counsel → Realise

or

Investigate → Orchestrate

Investigate engagements can also be used independently where organisations need clarity before making decisions.

Typical Next Steps

Following an Investigate engagement, organisations typically proceed in one of three directions:

Targeted Improvements

Focused delivery engagements addressing priority areas.

Structured Improvement Programmes

Planned improvement initiatives supported by governance and delivery structures.

Ongoing Advisory Support

Regular advisory sessions supporting internal improvement teams.

Starting an Investigate Engagement

Investigate engagements normally begin with a short scoping discussion to define the areas to be reviewed and the expected outcomes.

If you would like to explore whether Investigate would be suitable for your organisation, we would be happy to arrange an initial discussion.

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