Make it easy to ask for what people need.

A fixed-scope, fixed-fee engagement that measures how requests really flow, redesigns the ones people ask for most, and automates the routine before we leave.

Understand

Where are the requests getting stuck?

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.

Redesigned forms for your top requests

Five to ten high-volume items rebuilt to ask only what fulfilment needs, in language requesters understand.

Approvals that match the stakes

Pre-approved low-value items, delegates for absent approvers, and reminders before requests stall.

Fulfilment task templated

Each team gets the right task automatically, in the right order, with the information it needs.

A clean incident and request split

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

A simple catalog

Unused items retired or merged, and the rest grouped the way people look for them.

One onboarding request

Where onboarding is a top request, one form that triggers every task a new starter needs.

A KPI dashboard and monthly review

Fulfilment time, approval wait, portal adoption and send-backs, reviewed monthly.

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 self-service portal in Freshservice, ServiceNow, BMC Helix, Halo or similar
Requests that are a large share of your service desk volume
Approval delays or onboarding complaints reaching leadership
Plans to extend the portal to HR, facilities or other departments

Probably not the right fit if:

You don't yet have a self-service portal or ITSM tool
You need a full service catalogue designed from scratch
You need custom integrations to HR or finance systems built
Nobody will own the catalogue once we leave

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.