Revolutionising Service Management 

In our recent blogs, we've explored how effective service management can be a game-changer for customer experience. We've also delved into the power of omnichannel support in creating seamless customer interactions. Now, it's time to roll up our sleeves and get practical. 

You’ve seen the potential of great service management, and you're probably excited about the possibilities of an integrated, omnichannel approach. But you might be wondering, "How do I actually make this happen in my organisation?" That's where Fusion GBS’s Rapid Service Management Transformation (RSMT) comes in. 

What Makes RSMT Unique? 

RSMT is powered by three key accelerators to deliver fast, impactful results: 

• Data-Led Analysis: Fusion’s AI Talos identifies gaps, challenges, and opportunities in your current setup, providing a clear roadmap for improvement. 
• Market-Leading Technology: Built on the power of BMC Helix, RSMT provides a unified, cloud-based platform to streamline workflows, integrate systems, and automate processes. 
• Comprehensive Content and Best Practices: RSMT equips you with the Accelerated Catalog (ASC)—over 250 pre-built service requests and templates—plus knowledge articles, target operating model templates, and best practices. Your team receives practical, hands-on training tailored to real-world scenarios, ensuring seamless adoption and ongoing success, all within a proven outcomes-focused methodology. 

The RSMT Framework 

RSMT acts as a roadmap for your service management journey. It helps you navigate the complexities of transformation by focusing on three key areas: 

1. Operating Model 
2. Technology & Data 
3. People 

In this blog, we will walk you through each of these pillars, showing you how they work together to revolutionise your service management. 

Whether your current setup is a tangled web of inefficiencies or you're just looking to take your service game to the next level, this guide is for you. 

1. Operating Model: Getting Your House in Order 

First things first, let's talk about your operating model. RSMT kicks off by implementing ITIL processes covering all the essentials—from Incident Management with clear SLAs to Change Management with proper approvals. 

The real game-changer here? A self-service portal. By setting up an omnichannel self-service with a relevant service catalog, you're giving your users the power to solve their own problems. Imagine how much time that’ll free up for your service desk! 

We’ll also set up a tiered support model. This isn’t just about labelling your support levels—it’s about creating clear paths for escalation and even automating some of the routing. No more tickets getting lost in the shuffle! 

2. Technology & Data: Powering Up Your Service Management 

With RSMT, the Fusion Accelerated Catalog (ASC) acts like a buffet of service requests—over 250 options ready to go. But how do you know which ones you need? That's where Fusion GBS’s unique AI Talos comes in handy, analysing your current setup and helping you make smart choices. 

We're also bringing in pre-built automation to take care of those repetitive tasks. And with Fusion GBS's good practice foundation data, you're not starting from scratch with categorisations, SLAs, and templates. 

Integration is key, so we’ll make sure your new system plays well with others, like AD/SSO and email. And don’t worry—we’re not doing this all at once. We’ll take an agile approach, letting key users test things out and give feedback as we go. 

3. People: Your Secret Sauce for Success 

Finally, let’s focus on your team. After all, the fanciest tech in the world won’t help if your people aren’t on board. 

We’ll start by looking at how your organisation stacks up against best practices. This isn’t about pointing fingers—it’s about finding opportunities to grow. From there, we’ll put together a solid training plan. 

We’ll use real-world scenarios to make the training practical and relevant. Some of your team members will become trainers themselves, creating a support network right within your organisation. Key users will get early access to the new system, with expert guidance to help them become power users. 

Achieving Lasting Results with RSMT: From Implementation to Continuous Improvement 

Fast forward a few months. Your service desk is running like a well-oiled machine. Routine requests are being handled through self-service, freeing up your team for the tricky stuff. Your staff are confidently using the new system, and even coming up with ideas to make it better. 

But the journey doesn’t end at implementation. RSMT ensures that post-go-live, your operations are continuously monitored for conformance and performance. AI Talos benchmarks are revisited to highlight any deviations from best practices, with prioritised remediations put in place to keep you on the path to success. Managers are loving the clear, data-driven reports they're getting, which make it easier to make informed decisions and steer the organisation toward continuous improvement. 

That’s the power of RSMT. It’s not just about new tools or processes—it’s about transforming your whole approach to service management and ensuring that transformation sticks. By focusing on your operating model, leveraging the right tech and data, and bringing your team along for the ride, you’re creating an IT department that’s ready for anything. 

Ready to get started? The first step is taking a good look at where you are now in each of these areas. With RSMT, your journey to top-notch service management is just beginning—and we’ll be with you every step of the way. 

Keyvan Shirnia 

Chief Strategy Officer