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BJSS Capabilities: Service Management

Successful digital service provision requires efficient operations support combined with agile development and continuous delivery techniques. This is often at odds with traditional service management processes and controls.

BJSS Managed Services combine best practice service management with agile delivery techniques to deliver business outcomes. Aligning operations with development, release and run ensures that BJSS Managed Service solutions deliver value and return on investment in line with client expectations, whilst tailored service management processes provide the assurance and governance required for live services.

From platform management through application support services to outsourced management of a complete IT service, BJSS’ unique approach ensures that the most complex services are delivered to the highest standards.

BJSS Service Management Solutions

Service Management

  • Service Management Strategy, Design and Implementation, aligned to ITIL best practice
  • Process Management spanning the full ITIL lifecycle
  • ISO27001 compliant
  • ITIL qualified Service Delivery Managers
  • Comprehensive Service Operations including Service Desk, Incident and Event Management, Service Level Management & Reporting
  • Problem, Change and Release Management
  • Flexible Service Catalogue configurable for specific requirements

Platform Management

  • Development and production environments management (public, private, hybrid cloud, or physical on premise)
  • Highly skilled team with expertise in a range of enterprise-class platform solutions
  • Mature DevOps capability delivering automation, dynamic scaling and continuous delivery solutions
  • Experts in Monitoring and Alerting practices and strategies
  • Technology agnostic platform engineering
  • >23 years high availability computing experience
  • Cloud technologies (IaaS, PaaS and SaaS)

Continuous Delivery

  • Continuous Development – BJSS Enterprise Agile
  • Continuous Delivery encompassing Test, Change and Release
  • Dedicated Client Service Team
  • Seamless integration with client ITIL processes
  • 24x7x365 support

Application Support

  • Support and maintenance of customised Software Applications
  • Incident Management and defect resolution
  • Impact Analysis aligned with Change and Release Management
  • Management and administration of system environments
  • Event Management – system monitoring, alerting & tuning

“BJSS has been very open and engaging, full of ideas and solutions. The quality of work is first rate and the engagement has been an essential ingredient to the speed with which we have moved our project forward.” Programme Manager, Private Healthcare and Fitness Group

As Delivery partner to a Private Healthcare and Fitness Group, BJSS facilitated the removal of costly third party components and implemented an ITIL-aligned service to support its consumer applications. BJSS worked collaboratively to reduce service outages and implemented Agile DevOps environments.

BJSS Delivered

A comprehensive outsourced Service Desk, including application and server support, running and supporting Cloud development and test environments together with client production infrastructure. The Cloud-based Service Desk uses Open Source monitoring and automated deployment tooling.

A BJSS development team adopted the codebase from the outgoing delivery partner, defining and completing a programme of development and test activities designed to improve service quality and add functional enhancements.


The BJSS Service Desk provides a better-performing and more resilient solution at lower cost. In addition, full insight into the performance of the service enables the client to quickly and easily prioritise and reallocate development resources.