Published On: 29 December 2022By Categories: Tags: 3.6 min read


As companies mature in terms of headcount, operations and services, it is crucial for them to establish and/or adopt a set of best practices or standards to assist them in delivering quality services (IT or non-IT). By putting in place a set of standards and best practices enterprise-wide, we can establish a common language, practices and processes among the people within the organization and help improve the overall efficiency and business outcome.

Cybiant Services

In 2022, Cybiant was approached by one of the well-known developers in Malaysia to help assess their existing IT capabilities and gaps; also, to design a new IT process based on an established best practice framework. The main engagement objective of the client is to have in place a structure and proper set of standards to accommodate and support the growth of the business. Cybiant proposed the ITIL 4 Best Practices and ISO 20000 as baseline references to conduct the gap assessment and to design the new IT process.

Cybiant’s consultant firstly reviewed the existing IT SOP and Policy documents of the client and provided an overview of its gap and suggestions. In order to conduct a more detailed assessment, we used the CybiantADA, a proprietary and proven ITSM process assessment methodology and online toolset to conduct the assessment. The online toolset was distributed to the designated stakeholders, provided an initial gap analysis snapshot of the current IT process assessed. The online tool also allowed the client to assign target maturity levels for each process assessed. An additional feature unique to CybiantADA is an assessment of the client’s culture as it relates to process adoption and behavioral change. For this particular assignment, Cybiant assessed the processes shown below:

Service Strategy Service Design
  • Demand Management
  • Service Portfolio Management
  • Financial Management
  • Business Relationship Management
  • Service Catalog Management
  • Supplier Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management
Service Transition Service Operation
  • Change Management
  • Service Validation & Testing
  • Release & Deployment Management
  • Knowledge Management
  • Service Asset and Configuration
  • Incident Management
  • Problem Management
  • Event Management
  • Access Management
  • Request Fulfillment

Outcome and deliverables of the engagement

After the completion of the gap assessment, Cybiant conducted several workshop sessions to introduce the ITIL® as the IT Service Management framework for their organization. Our consultant provided an overview of the ITIL ITSM framework, guiding principles and other related topics to help the team understand the concepts and practical knowledge necessary to support them in their adoption and implementation of the new practices.

Besides that, Cybiant also prepared a comprehensive gap assessment report for the client to understand where they are currently and suggestions on how to achieve their goals in future phases. As final deliverables of the engagement Cybiant had also delivered a new set of IT Standard Operating Procedures and IT Policy documents that are align with ITIL 4 and ISO20000 standards.

Cybiant’s ITSM service offering

With world-leading expertise from the most recognised industry experts, Cybiant has been innovating the ITSM industry by introducing Service Automation and Service Intelligence concepts, which are now used by organizations across the globe. Cybiant consulting and training model provides a full transformation lifecycle approach enabling our customers to translate their ITSM knowledge into tangible and lasting results.

At Cybiant, we can assist your organizations in 4 main areas in ITSM:

  • ITSM Training – Cybiant trains professionals and organizations the knowledge and skills in IT Service Management and IT Asset Management.
  • ITSM Strategic Roadmap – Cybiant helps your organization acquire the strategic knowledge to navigate around common barriers to manage significant shift in behaviour, practices and culture across multiple stakeholders.
  • ITSM Maturity Assessment – Gain insight into your organization’s IT process maturity levels as well as recommendations for improvements.
  • ITSM Process Design – Design, develop and implement successful IT process improvements for your organization that are based on the ITIL best practice framework.

Cybiant is an organization that specializes in the development, delivery, and execution of organizational Best Practices – proven methodologies that improve quality and efficiency in modern organizations. Our expertise includes Digital Transformation, Big Data, Automation, Cybersecurity, IT service management and asset management. If you wish to learn more about our services or know how we can help you in your ITSM journey, please contact us at

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