About this project

This repository presents an anonymized professional case study of an IT Service Management (ITSM) platform transformation, reconstructed for portfolio purposes from real project evidence. The content describes an evolutionary program conducted in a scenario of organic growth and acquisitions, where multiple ITSM platforms, processes, and legacy systems needed to be consolidated into a corporate service model. The material documents the journey in three phases: deployment of a platform for external services, migration of the legacy internal platform in an intermediate release, and a current evolutionary release driven by backlog, sprints, and agile governance. It details the anonymized functional scope, the generalized conceptual architecture, program governance, scope change management, the treatment of the CMDB as a structuring workstream, the Change Management and Availability Management disciplines, the cutover strategy and legacy decommissioning, risk and dependency management, and Agile Delivery practices with Azure DevOps and Scrum. The repository also presents consolidated results, lessons learned, and key managerial decisions, such as the separation between deployment and evolution, the preservation of governance within the agile context, and the treatment of legacy as a transition problem. There is no source code or executable tool; it consists of narrative documentation and Mermaid diagrams that demonstrate the structuring, governance, and evolution of an ITSM initiative based on ITIL v4 and Enterprise Service Management.