Case studies

Helping Skipton Building Society drive ITSM transformation and enable ITSM maturity step change

key fact

Serving the needs of more than one million members, Skipton Building Society is amongst the UK’s leading building societies, with a distinguished record of providing banking, saving, mortgage, financial planning, and insurance services for over 160 years.

Guiding the selection of a Cloud-based, future-proofed ITSM toolset to enable efficient, customer centric IT Service Management plus business-critical operational resilience.


Skipton Building Society, one of the UK’s leading mutual building societies, approached us to assist them in transforming their IT Service Management including a refresh of the ITSM platform they had used for over ten years.

As a result of its age and lack of support, the Society’s legacy platform could not easily be updated which constrained how responsive the service could be to the business. The Society also needed a ITSM tool that would support them in meeting their operational resilience obligations by clearly understanding the relationship between critical processes and technology components.

A business case was identified to drive enterprise-wide ITSM transformation by moving from the legacy system to a modern, scalable, Cloud-based ITSM solution.

The Society partnered with us to help them negotiate the ITSM supplier landscape, evaluate, define, procure and onboard a suitable solution, and develop a beneficial client/vendor relationship during the early stages of the contract.


With our knowledge of best practice and the ITSM supplier marketplace, we provided a four-step approach for our client’s project team:

  1. Developing the sourcing strategy and plan – defining clear objectives and outcomes for the procurement process. We conducted a thorough analysis of current ITSM capabilities across people, process and technology, using those insights to define the future state and transformational roadmap with practical steps needed to move forward driving improvements.
  2. A rapid scan of the market – to help Skipton identify and shortlist suitable suppliers for tender, before initiating ’warm-up’ conversations. Throughout the RFP execution, we helped them to impartially assess each solution’s capabilities against a rigorous set of criteria, from functionality to information security and scalability.
  3. A robust RFP process – we reviewed, refined, and documented a detailed set of ITSM toolset requirements, including due diligence parameters to source a stable and compliant supplier, able to operate effectively in the UK.

By performing a cost-benefit analysis for each solution and assessing the ITSM vendor’s future roadmap, we supported the IT project board by clearly articulating the overall investment profile and established a clear benefits delivery plan. We helped to select the preferred vendor, negotiate the contract and ensure that all legal and regulatory requirements were met.

  1. Onboarding process – our procurement experience meant our client could manage and build a meaningful, value-adding relationship with their new supplier from the outset.


Our client is currently in the process of onboarding the ITSM solution and has the confidence that they will enjoy a beneficial vendor relationship, and one that complies with all external regulatory and internal supplier standards.

We continue to offer service and quality assurance to our client, giving them peace of mind that the onboarding process is delivering the agreed requirements, scope, milestones, and budget parameters.

Looking ahead, our client has the foundations in place to scale out the platform and optimise wider IT and shared service delivery, adapting to additional business needs as they evolve.

“From the first time we met Mason Advisory were easy to do business with. They listened and understood our challenges. Throughout our engagement they constantly added value by offering good advice and sharing their experience.” 

Gerard Donovan, IT Service Delivery Manager, Skipton Building Society 

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