Incident & Major Incident Management
Enable fast, collaborative response with automation, escalation, and communication features.
Solutions
Modern ITSM. Properly implemented.
Standing up a new platform, optimising one that isn't delivering, or moving on from a system you've outgrown — across HaloITSM, Jira Service Management, Freshservice, GLPI and more.
Rapid, scalable service management for IT and business teams
ITSM is an operating model. The tool is the easier part.
At BDQ, we specialise in helping organisations modernise their service operations through scalable and process-aligned solutions. Our approach is centred around leveraging the powerful products offered by our Solution Partners, which include Jira Service Management, HaloITSM, Monday, GLPI, Freshworks, and Asana.
Whether your organisation is currently relying on outdated methods such as email and spreadsheets or is looking to completely transform its internal service delivery, our team of certified experts is dedicated to designing tailored and fully integrated systems. These systems are specifically crafted to enhance collaboration among teams, improve visibility across processes, and significantly increase overall operational efficiency.
ITSM & ESM Services We Provide
Modern ITSM implementations with BDQ’s proven processes.
We deliver scalable IT Service Management platforms that are carefully designed to align with ITIL best practices, ensuring that your organisation's IT services are managed efficiently and effectively. Our solutions are tailored to meet your specific business priorities, providing a robust framework that supports growth and adapts to changing needs.
Service Request Management
User-friendly portals and standardised templates simplify how employees request services.
Problem Management
Investigate root causes, link related incidents, and reduce recurring issues.
Change Management
Automate approval workflows and integrate with CI/CD pipelines for safer, faster change.
Knowledge Management
Equip users to self-serve with integrated knowledge bases and smart suggestions.
Configuration & Asset Management
Track IT and non-IT assets with full CMDB capabilities, from laptops to facilities equipment.
Platforms we deliver on
We Offer
Flexible ways to engage.
Tailored Solutions
Custom workflows, automation, and integrations to suit complex environments.
BDQ Implementation Packages
Fixed-price, rapid deployment options for fast value at a known cost.
Example: In an engagement with The Wine Society, we implemented Jira Service Management to improve reporting and visibility across IT support functions, giving teams a unified way of categorising incidents, requests and changes while surfacing key performance data for decisions across the organisation.
Enterprise Service Management (ESM)
Apply proven ITSM practices to other departments like HR, Finance, and Facilities. This approach involves extending the successful IT Service Management methodologies beyond the IT department. By doing so, departments such as Human Resources, Finance, and Facilities can benefit from the structured processes, improved service delivery, and enhanced efficiency that ITSM principles offer:
- Unified self-service portals for multiple teams
- Cross-departmental workflows and SLAs
- Central dashboards and reporting for holistic organisational insights
For example, in our CHC Helicopters engagement, BDQ helped migrate a global ESM platform from ServiceNow to HaloITSM — delivering a scalable, enterprise-wide service management solution that supports IT, HR, facilities and more across multiple regions with smoother workflows and predictable licensing costs.
Case study spotlight
CHC Helicopter: Migration from ServiceNow to HaloITSM
BDQ delivered a smooth transition from ServiceNow to HaloITSM for a major enterprise.
Read the full case study →
How we work
How we deliver: Accelerated Implementation Methodology (AIM)
Our Agile-based AIM approach ensures clarity, speed, and transparency.
1
Discover
We understand your pain points, desired outcomes, and requirements.
2
Plan
We run collaborative workshops and tailor demos to match your use case.
3
Execute
We build working prototypes early for rapid feedback and refinement.
4
Deploy
Training, knowledge transfer, and go-live support ensure smooth adoption.
5
Enhance
We provide ongoing support, automation, and reporting improvements.
Built on ITIL best practices
BDQ brings recognised service management best practices into every implementation. Whether you're setting up ITSM from scratch or extending it across departments through ESM, we ensure your workflows, SLAs, and service structures are aligned with ITIL principles from day one. This helps you lay a strong foundation for governance, continual improvement, and long-term scalability.
Why BDQ?
Choosing BDQ means partnering with specialists — not generalists — we combine deep expertise in ITIL-aligned service management with hands-on experience delivering real-world solutions.
Whether you're looking for a rapid rollout or a fully tailored system, our agile, transparent approach ensures you get a solution that meets your needs — on time and on budget. From IT to HR, Finance and beyond, we help you extend best practices across your organisation for measurable service improvement.
Why BDQ
What sets us apart.
Certified Experts
Our team includes certified professionals with deep expertise in Jira Service Management and HaloITSM.
ITIL-aligned, Value-Driven Delivery
We align process design with industry frameworks and your business goals.
Bespoke and Rapid Options
Whether you need a fixed-price rapid start or deep customisation, we’ve got you covered.
Integration-Ready
We integrate your ITSM platform with Jira Software, Confluence, identity providers (e.g. Azure AD), and third-party systems.
“It is cheaper and quicker to use an experienced Atlassian Solution Partner like BDQ, than to do it internally.”
Customer testimonial, Case Studies
Customer success stories
“We have a very happy and really good relationship with BDQ – we see this as a partnership stretching into the future.”
– Mark Harmon, Head of IT Service Delivery | Betway
“We're very happy, BDQ have done an amazing job.”
– Javid Khan, Co-Founder | CloudGuard
“We evaluated some different suppliers but I liked BDQ's approach and the relationship that I had with them.”
– Rhod Williams, Head of IT | The Wine Society
Trusted by teams worldwide
Frequently asked
ITSM & Enterprise Service Management | Frequently Asked Questions
What’s the difference between ITSM and ESM?
ITSM focuses on delivering IT services efficiently. ESM extends those practices to non-IT departments like HR, Facilities, and Finance using the same principles and tools.
Which tool should I choose?
We're product-agnostic — our goal is to recommend the solution that best fits your organisation's needs, environment, and goals. We'll assess your requirements, existing toolsets, and future roadmap before advising the most suitable platform. Our expertise spans all of our Partners' products, and we'll guide you through the decision with clear pros, cons, and a focus on long-term value.
Can you support our internal team after the implementation?
Yes. Our Consultancy Time Banks provide on-demand access to our consultants for training, support, reporting, and automation improvements.
Do you offer fixed-price packages?
Yes — our Basic and Standard Implementation Packages offer a rapid, fixed-price option with key ITSM processes, branded portals, and an integrated knowledge base. For more information, please see our Implementation Packages.
Let's talk about your service management goals
Whether you're replacing outdated systems or scaling service delivery across departments, BDQ is ready to help.
We'll explore your needs, show you what's possible, and map out a plan to deliver measurable value fast.
Let's talk.
Get in touch using the form on this page, and let's discuss the best approach for your organisation.
Use the form to start your project. Or email us at enquiries@bdq.cloud
Book a 30-min consult
No deck. No sales pitch. Just a useful chat.
Tell us roughly what you’re facing. We’ll come back within one business day with thoughts, references, and a sense of whether we’re a good fit.
- ✓ Free, no obligation
- ✓ Direct line to a senior consultant
- ✓ Honest assessment — we’ll say no if it’s not a fit