Fix one ITSM process in four weeks.

Fixed-scope, fixed-fee engagements that measure how a process really performs, agree what good looks like for your organization, and put practical improvements in place before we leave. Pick the process that hurts most.

Incident

Fix incident management in four weeks, not four quarters.

For tickets that bounce between teams, priorities that mean nothing and users who chase for updates.

Priority model · routing · escalation · user updates · major incidents

 

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Change

Make change safer and faster in four weeks.

For a CAB that reviews everything, emergency changes that became the norm and outages caused by change.

Risk model · approval paths · standard changes · CAB · change KPIs

 

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Problem

Stop fixing the same incidents twice.

For recurring outages, problem records that never close and senior engineers stuck firefighting.

Top -10 repeats · problem triggers · root cause · known errors · review board

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Request

Make it easy to ask for what people need.

For a portal nobody uses, forms that ask the wrong questions and approvals stuck in inboxes.

Top request forms · approvals · fulfilment tasks · catalogue · onboarding

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How every Accelerator works

Your data first. Changes in place. A plan your team owns.

 

Week 1

Week 2

Week 3

Week 4
Understand Design Improve Operationalize
Your ticket data, real records read end to end, and interviews with the people doing the work. Two workshops to agree a realistic target and rank improvements by value. At least four changes configured in your tool and briefed to your team. Measures live, a 30/60/90-day roadmap, and an executive readout.

One senior consultant, start to finish.

Every Accelerator is led by Ryan Ogilvie, Founder and Principal Consultant at Blackfriar Consulting. No hand-off to a junior team after the sale.

 

Trainer of the integratedITSM™ curriculum · ITIL 4 Managing Professional · COBIT 2019 · Hands-on with several applications including Freshservice, ServiceNow, BMC Helix and Halo

 

Not sure which process to start with?

Book a 30-minute conversation. We'll talk through what you're seeing and recommend where to start, or tell you honestly if an Accelerator isn't the right fit.