Structured Problem Solving

Reviewed the operating environment, service challenges and support structure to identify key risks, gaps and improvement opportunities.

The email invitation

Hi there,

Please see below scenario:

You have just been engaged by ABC Financial Services, a mid-sized UK financial services firm. ABC operates a contact centre of 450 agents across two sites, supported by an internal IT function responsible for telephony, IVR, CRM integration, and agent desktop tooling. The organisation operates a Global IT Operating Model aligned to ITIL principles.

The Voice & Contact Centre Technology team has historically operated outside of these standards — with informal processes, no defined service model, and inconsistent ways of working. You have been asked to present your approach and recommendations to the IT Leadership Team. You have no internal documents available. Apply your own knowledge, experience, and clearly stated assumptions.

Your Task

Prepare a polished, executive-ready PowerPoint presentation of no more than 10 slides (excluding title slide) covering the following four areas:

1. Discovery Approach (1–2 slides) — How would you assess the current state? Outline your discovery framework — who you’d engage, what you’d look for, and how you’d structure your findings. This should feel like a credible consulting approach, not a checklist.

 2. Target State Service Model (2–3 slides) — Define what good looks like for this function. Cover service ownership, operating model, escalation structure, and how voice and contact centre services sit within the broader IT service catalogue. Use a realistic fictional service inventory if helpful.

 3. Change, Incident, Problem & Asset Management (2–3 slides) — Consolidate your approach across these four domains into a coherent operational framework. What are the specific risks and considerations in a live telephony environment? What does a fit-for-purpose model look like here — not generic ITIL, but applied to this context?

 4. Roadmap to Alignment (1–2 slides) — A phased, realistic path from the current informal state to full alignment with the Global Operating Model. Show sequencing logic, key dependencies, and the two or three risks you’d want leadership to own.

Presentation Guidelines

Your deck should be executive-ready — lead with insight, not process description. Use frameworks, visuals, and structured layouts over dense text. Confident assumptions are expected and welcomed, but state them clearly. AI tools may be used; the judgement and structure must be your own. Send your completed deck least 24 hours before your presentation slot. You will have 20 minutes to present

To set a final expectation - you could spend days on the above, but I want to see what you can produce in circa 2 hours - so please don't spend more time on it, I know there will be areas less polished than others, feel free to go deeper on you SME areas and shallower on those with less experience.