Johnson & Johnson, a pharmaceutical company, was restructuring its IT services to take the form of internal service provider to multiple worldwide operating companies and this required local IT departments to adopt ITIL processes. It needed new processes to be developed and implemented with minimal budget for new investments and it needed to demonstrate good governance for audit purposes.

Specialist Schools and Academies Trust (SSAT) was undergoing a period of organisational change and needed an interim service manager to maintain continuity in the IT support department (first-, second- and third-line incident and problem management).