Services

Solution Consultants

Our Solutions Consultants possess extensive expertise in Runbook Management, with a proven track record of successfully deploying, configuring, and utilising RBM in various customer scenarios.

As product experts, RBM Solution Consultants have actively participated in the design, strategy, testing, and deployment of RBM for several years.

They possess comprehensive knowledge of all configuration options and a deep understanding of the solution's features, enabling them to effectively apply RBM in real-world situations.

What Solution Consultants will do?

What is the role of a Solution Consultant?

Our Solution Consultants offer strategic consulting services and make valuable contributions in various areas to ensure that our Customers start off on the right track.

Their initial objective is to actively listen to you and gain a deep understanding of your environment, organisation, and challenges related to cutover and recovery events.

They will utilise the gathered information to provide valuable assistance in the following ways:

• Assisting you in configuring your RBM instance to accurately represent your organisation.

• Delivering or providing support for hands-on training sessions with key team members.

• Swiftly populating your instance with essential reference data, getting you up and running within a day or two.

• Offering guidance on crucial design decisions needed to structure your cutover and recovery events within RBM effectively.

• Collaborating with you to import existing runbooks into RBM, maximising the value captured in the process and addressing any pre-processing requirements.

• Working alongside your event managers, deployment managers, and task owners, catering to their specific needs and demonstrating how RBM can be of assistance.

What Solution Consultants will bring to the table?

Members of our Solutions Consultancy team will bring the following skills and experience to the table.

They will:

• have worked with Runbook Management, or its predecessor product (ICEFLO), for a minimum of 2 years.

• possess deep product knowledge, having been involved in the design and testing of Runbook Management releases.

• have a minimum of 5 years real cutover experience, using spreadsheets, ICEFLO and laterally Runbook Management.

• have experience of working in multi-disciplinary teams, from both Business and Technology areas, typically working with teams of more than 30 people.

• be comfortable working in large, complex organisations and be acutely aware of change and risk management policies and procedures.

• be comfortable operating as part of large team, with upwards of 300 people and multiple 3rd party organisations, often in an international, multi-cultural context.

Out of Hours

• Due to the nature of the cutover business, our Consultants are regularly required to work outside normal business hours (defined as Monday- Friday: 08:00-18:00 UK time).

• The fee for this premium service will be calculated at a rate of 1.25 times the standard daily rate, billed proportionally on an hourly basis.

• A professional working day is defined as 8 hours.

Event Managers

Our Event Managers are highly skilled and experienced individuals who specialise in leadership roles within the realm of large-scale, business-critical technology cutovers.

With years of involvement in strategy, organisational design, rehearsals, and live events, they bring a wealth of expertise and credibility as seasoned professionals.

They have a proven track record of successfully collaborating with customers to achieve positive outcomes in this challenging environment.

What Event Managers do

Their first goal is to listen to you and learn about your environment, your organisation and your cutover challenges.

They will use the information gathered to assist you in the following ways:

• To assume overall responsibility for planning and executing cutover events

• To design and lead a virtual cutover organisation, potentially building a global organisation including 3rd party service providers

• To oversee the formulation and approval of a cutover strategy and approach, collaborating effectively with subject matter experts across business and technology

• To oversee the design and implementation of appropriate processes, including issue, incident and risk management in the cutover context

• To define and operate an effective communication plan, ensuring full visibility of progress to all stakeholders

• To provide cutover assurance and instrumented progress reports at regular intervals to executive-level management

• To lead a team of deployment managers, task owners and other cutover participants, supporting their different needs

• To champion the use of Runbook Management by demonstrating the benefits and implementing best-practice gained from other client experience

What Event Managers will bring:

All Event Managers will be seasoned professions, able to demonstrate specific skills and experience in the specialist cutover field.

They will:

• Come from varying backgrounds, typically with over 10 years experience in project and service management, gained in large corporate environments

• Demonstrate a proven track record of successfully delivering complex, large-scale cutover events.

• Possess extensive experience of leading multi-disciplinary cutover teams, from both Business and Technology areas, typically working with teams of more than 100 people.

• Possess extensive experience of incorporating 3rd party providers as part of a fully-integrated cutover team.

• Demonstrate a proven ability to network confidently and effectively, operating at senior levels.

• Be adept at interacting and communicating with people across cultural and organisational boundaries.

• Maintain a composed and analytical demeanour at all times, even when faced with high-pressure situations during the cutover event.

Out of Hours

• Due to the nature of the cutover business, our Consultants are regularly required to work outside normal business hours (defined as Monday- Friday: 08:00-18:00 UK time).

• The fee for this premium service will be calculated at a rate of 1.25 times the standard daily rate, billed proportionally on an hourly basis.

• A professional working day is defined as 8 hours.

Deployment Managers

RBM Deployment Managers are experienced professionals with a proven background of planning and executing business-critical technology cutovers.

Our Deployment Managers will typically have led the live cutover phase of several projects, in different Customer contexts, over several years.

They will also bring structure, an attention to detail and a strong appreciation of the risks associated with any technology cutover.

What Deployment Managers will do

Deployment Managers as responsible for the effective preparation and execution of successful cutovers.

The role of the Deployment Manager is as follows:

• To assume responsibility for planning and executing cutover activities.

• To oversee the formulation and approval of a cutover strategy and approach, collaborating effectively with subject matter experts across business and technology.

• To demonstrate a detailed understanding of risk, issue and dependency management.

• To lead the process of constructing, reviewing and approving runbooks, including chairing “walkthroughs”.

• To plan and manage dress rehearsals as required, capturing lessons learned and optimising the cutover plan.

• To lead ‘Command and Control’ during deployments tracking all tasks against time and quality.

• To manage any issues raised during deployment ensuring these are communicated / escalated to the appropriate level.

• To prepare and publish communications / progress reports to all relevant stakeholders at defined points during the deployment.

• To champion the use of RBM by demonstrating the benefits and implementing best-practice gained from experience in similar circumstances.

What ICEFLO Deployment Managers will bring

Our Deployment Management team members will bring a diverse set of skills and expertise to the table.

They will:

• Have a proven track record of delivering successful cutovers, utilising the RBM solution as a crucial enabler.

• Possess a strong background in relevant Project Management disciplines such as PRINCE, PMP, and Agile, as well as expertise in Service Management disciplines like ITIL.

• Will possess a demonstrated aptitude for confidently and adeptly networking, establishing trusted connections with senior-level colleagues.

• Will operate effectively within the diverse cultural and organisational landscapes, showcasing exceptional stakeholder management and organisational competence.

• Possess a wealth of experience in successfully leading diverse teams consisting of professionals from both the Business and Technology sectors, often comprising more than 20 individuals, including 3rd Party organisations.

• Deployment Managers will maintain a composed and analytical demeanour at all times, particularly when faced with significant pressure during the critical cutover event.

Out of Hours

• Due to the nature of the cutover business, our Consultants are regularly required to work outside normal business hours (defined as Monday - Friday: 08:00-18:00 UK time).

• The fee for this premium service will be calculated at a rate of 1.25 times the standard daily rate, billed proportionally on an hourly basis.

• A professional working day is defined as 8 hours.

Runbook Engineers

Our team of Runbook Engineers consists of highly skilled professionals who have a proven track record in constructing intricate runbooks for crucial technology cutovers.

With years of experience working with spreadsheets and our predecessor solution (ICEFLO), they have honed their expertise in utilising the RBM solution to its fullest potential.

Their extensive product knowledge, meticulous attention to detail, and structured approach will deliver high quality outcomes from the runbook construction process.

What Runbook Engineers will do

Runbook Engineers as responsible for the effective preparation of high quality, detailed runbooks.

The role of the Runbook Engineer is as follows:

• To collate and manage multiple input sources, including importing spreadsheet content into the RBM solution.

• To lead the process of runbook construction, updating relevant content as required.

• To assess and report on the quality of runbooks, in line with published guidelines and agreed best practice.

• To demonstrate a clear understanding of risk, issue and dependency management.

• To participate in runbook walkthroughs, collaborating with subject matter experts to optimise the runbook content.

• To participate in dress rehearsals, capturing lessons learned and further optimising the runbook content.

• To participate in live cutover events, supporting the Deployment Manager and wider cutover team.

• To champion the use of RBM by demonstrating the benefits and implementing best-practice gained from experience in similar circumstances.

What Runbook Engineers will bring

Our Runbook Engineering team members will bring a diverse set of skills and expertise to the table.

They will:

• Demonstrate at least two years of relevant experience and a proven track record in successfully constructing runbooks for significant cutover events.

• Show expertise in using the RBM solution to create well-structured and highly optimized runbooks.

• Have strong technical skills in using tools like MS Project, MS Excel, and ServiceNow ITSM.

• Possess the confidence and experience to effectively communicate with both customers and third-party employees. 

• Collaborate with confidence and diligence with a wide range of contributors to the runbook construction process, including business and technical teams.

• Feel comfortable interacting with individuals from different cultures and organizations within a large-scale commercial environment.

Out of Hours

• Due to the nature of the cutover business, our Consultants are regularly required to work outside normal business hours (defined as Monday- Friday: 08:00-18:00 UK time).

• The fee for this premium service will be calculated at a rate of 1.25 times the standard daily rate, billed proportionally on an hourly basis.

• A professional working day is defined as 8 hours.