Stop fixing the same incidents twice.

A fixed-scope, fixed-fee engagement that finds the repeat incidents costing you the most, sets up a problem practice your team can keep running, and works the first problems through to cause with you.

Understand

What keeps coming back, and what does it cost?

Cluster 6–12 months of incidents into repeat patterns
Review existing problem and known error records
Estimate the effort each repeat absorbs
Interview service desk, resolver teams and managers

You get: your top-10 repeat list with an effort estimate

Design

How should problems be found and worked here?

Two 3-hour workshops with your team
Agree problem triggers, priority and ownership
Choose a root cause method your team will actually use
Pick two or three live problems to work in Week 3

You get: an agreed problem process and a ranked list of problems to tackle.

Improve

What can we fix right now?

Facilitate root cause analysis on 2–3 live problems
Publish known errors and workarounds to the service desk
Configure the problem workflow with your tool admin

You get: real problems worked to cause, and at least four improvements live.

Operationalize

How do we keep it going?

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

You get: a review cadence running, a plan your team owns, and leadership on side.

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.

Clear problem triggers

Defined rules for when a repeat or a major incident becomes a problem, so nothing depends on someone noticing.

A top-10 repeat list with costs

Your most expensive recurring issues, ranked by the effort they absorb, ready to fund and fix.

Root cause analysis on live problems

Two or three real problems worked through with your team, so they learn the method on their own systems.

Known errors a desk can use

Workarounds recorded and linked to incidents, so first line can resolve repeats without escalating.

A problem priority model

A simple way to decide which problems get time, based on impact and effort absorbed.

A blameless review template

A short post-incident and RCA format that focuses on causes and actions, not on people.

A monthly problem review

One hour a month to choose problems, track fixes and see whether repeats are falling.

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:

At least six months of incident data in an ITSM tool
Recurring outages or issues that everyone recognizes by name
Senior engineers pulled into the same fixes again and again
A recent reason to act: a repeat major incident, rising overtime, or staff burning out

Probably not the right fit if:

Your incident data is too thin to show patterns: start with the Incident Accelerator
You need a forensic investigation of one specific outage
You expect us to implement the permanent fixes ourselves
No one can be given time to own problems after 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.