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Case Study - Important Business Service


Leading Insurance Provider


The client’s COO was struggling to understand how to address the large number of important business services they believed they had identified, while building their operational resilience programme.


Aldbury International was approached to deliver an external and agnostic perspective to enable the business hone down and focus on a more realistic and manageable number, where impact tolerances could be created.

Having considered the client’s objectives, the following staged approach was adopted:

  • Stage 1 – Designing and delivering workshops with key client groups to map and capture their understanding of non-negotiable services and timescales.

  • Stage 2 – Focused on separating core business services from enabling processes, ensuring adequate mapping completed and likely points of failure identified.

  • Stage 3 – Constructed three severe but plausible scenarios that would impede client delivery and create potential market turbulence.

  • Stage 4 – Conducted scenario exercise, together with identified key third party supplier, to validate approach and concepts.

  • Stage 5 – Created Operational Resilience workbook and log to enable ongoing audit of strategy and capability.


The client was able to focus down from 36 services to 8, which enabled the COO to cover much more ground and in doing so, created a robust methodology and audit trail that already fully meets regulators expectations and timelines.

"The “eureka” moment was when Aldbury International asked us to look from the outside in and to almost ignore our departmental structure."



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