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.

Understand

Where is time being lost?

Analyze 6–12 months of incident data
Read 30–50 tickets end to end
Interview up to 10 agents, resolvers and users
Review your tool configuration

You get: findings and a maturity score, backed by your own data.

 

Design

What should good look like here?

Two 3-hour workshops with your team
Agree priority, routing, escalation and communication rules
Set a realistic target, not a textbook one
Put a value on each improvement

You get: an agreed future-state process and a ranked list of improvements.

 

Operationalize

How will we know it's working?

Define 5–8 KPIs and build the dashboard
Build a 30/60/90-day roadmap with owners
Brief your leadership

You get: established metrics, a plan your team owns, and leadership on side.

Improve

What can change right now?

Configure the highest-value changes with your tool admin
Brief agents and resolver teams
Publish the process and a one-page RACI

You get: at least four improvements live in your tool and your daily work.

Not just a report. Changes in place before we leave.

In Week 2 we agree which of these will deliver the most value for you, and we implement at least four.

A priority model people can apply

Plain-language impact and urgency, worked examples, and priority calculated in the tool rather than picked.

Escalation and pause rules

SLA warnings before breach, defined pause reasons, and automatic chasing of users who've gone quiet.

Routing that gets it right first time

Fewer, clearer categories and auto-assignment for your highest-volume paths.

A clean incident and request split

A definition agents can apply at logging, and a one-step way to fix a misclassified ticket.

User update templates

Plain-language updates at defined points, so users stop chasing the desk for status.

A major incident procedure

Declaration criteria, a named role, an update cadence and a review template.

A KPI dashboard and monthly review

Five to eight measures your team acts on, built in your own tool.

Short, usable deliverables. Nothing that sits on a shelf.

  • Current-state assessment and process health scorecard
  • Future-state incident process with a one-page RACI
  • Implemented improvements, with a change log
  • KPI definitions
  • 30/60/90-day roadmap and improvement backlog
  • Two-page executive summary and 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

 

Built for IT teams that have the tool but not the process.

A strong fit if you have:

  • 300–5,000 employees and a service desk of 4–30 agents
  • A process that grew over time rather than being designed
  • An ITSM tool live for six months or more: Freshservice, ServiceNow, BMC Helix, Jira Service Management or similar
  • A recent reason to act: a bad outage, an audit, a new leader, or a tool that hasn't delivered
 Probably not the right fit if:

  • You don't yet have an ITSM tool or exportable ticket data
  • You need a tool selection or a full ITSM transformation

If that's you, we can discuss and point you to something that fits.

 

 

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.