Belfast City Council (BCC) serves a population of 333,000, it holds authority over various aspects of urban management. Their responsibilities encompass strategic decision-making to guide the city’s growth sustainably, collaborating with stakeholders to ensure the community’s needs are met. Additionally, the council is dedicated to fostering economic, physical, and social regeneration initiatives that contribute to the overall well-being and development of Belfast. Considering the evolving work landscape where remote work has become prevalent, BCC recognised the need to review its IT Service Management (ITSM) processes to be better position to support Council-wide service delivery. They appointed us as the preferred partner to undertake an independent assurance review of the entire IT service.