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We are always learning from our engagements and have plenty to say about leading practices. 

Browse our Insights Library below to learn more about our client work and latest recommendations.

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Our Latest Publications

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How aligned are you with your customers needs? How aligned are you with your customers needs?

Increasingly, organisations are looking to product-based operating models to better align technology delivery with business functions and meet demanding customer needs, but many fail to achieve the desired outcomes. This paper looks at the opportunities and challenges presented by the new model and discusses the areas that must be addressed if the full potential of the change is to be realised.

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Driving change at the pace your business demands Driving change at the pace your business demands

As businesses adapt to meet increasing customer demand and gain competitive advantage, so the need to drive the velocity of change within IT increases. This paper looks at the key foundational changes organisations can make to improve IT delivery and achieve increased customer focus.

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Time to stop throwing money away Time to stop throwing money away

Most organisations are suboptimal in their management of technology delivery. When engaging suppliers they look to squeeze margins as a way of driving down costs but this often leads to poor quality of service. The alternative is to standardise services, simplifying procurement and management, and reducing duplication. In this way radical cost savings can be made whilst improving service quality.

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Cloud: Challenging the Hybrid Myth Cloud: Challenging the Hybrid Myth

Many organisations are implementing partial shifts to public cloud environments, retaining on premise (private cloud) components for various reasons. Maintaining a hybrid model adds cost, complexity and risk to an IT eco-system. This paper sets out why Mozaic believes that in almost all cases organisations will benefit from going “all in” with public cloud.

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The Digital Shift: Avoiding The Traps of Cloud Migration The Digital Shift: Avoiding The Traps of Cloud Migration

Public cloud services are a fundamental part of the shift towards a digital delivery and operating model. This paper explains the key steps that organisations can take to make that shift successful while maintaining effective control over service delivery and increasing the pace of change.

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A Guide to Frictionless Delivery with Digital Service Management A Guide to Frictionless Delivery with Digital Service Management

Aligning DevOps, ITSM and other tooling is the key to achieving frictionless delivery. This paper explains how Digital Service Management (DSM) can connect portfolio management, change and operate activities in a seamless flow of work.

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Creating an Unstoppable IT Organisation: The Ten Essentials Creating an Unstoppable IT Organisation: The Ten Essentials

Evolving your IT Operating Model is a demanding process. Significant culture change is required as colleagues step into new ways of working, new demands are placed on business stakeholders and key supplier relationships are reset. Continuous refinement is required as the operational landscape continues to change. This paper outlines ten essential steps for building a team which is not just capable of change but unstoppable.

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Digital Service Management: An Operating Model Approach to Achieve Agility with Control Digital Service Management: An Operating Model Approach to Achieve Agility with Control

Many organisations are considering how to meld Digital Delivery with more traditional Service Management without blunting the edges of both. This paper outlines a new approach to achieving this at enterprise scale.

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Disaggregation of Delivery Disaggregation of Delivery

The delivery of IT services is undergoing radical change. By moving from monolithic end to end contracts to disaggregated, multi-sourced, standard service outsourcing arrangements, businesses can drive significant benefits; better value for money, improved service, greater agility and ultimately better customer satisfaction. This paper outlines Mozaic's recommendations for How best to deliver a disaggregated delivery model.

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Agile Service Management Agile Service Management

Service Management ways of working have evolved to challenge the thinking of the teams, drive a culture of greater customer focus and a much more agile IT Operation. This paper describes the basis of Agile ITSM and key steps for driving agility through delivery.

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