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Service Management Built for Defence
Secure, resilient, and ready for any mission — at home, on deployment, or with coalition partners.
In Defence, the situation on the ground can change within minutes. Every decision depends on digital services that work as intended — whether on base, in theatre, or with coalition partners.
In recent years, Cybersecurity has advanced rapidly, with clear policies, dedicated resources, and measurable outcomes. Service management supports many of the same systems, but hasn’t had the same focus or pace of improvement. This gap creates slower recovery, higher operational risk, and missed opportunities to improve readiness.
Fusion GBS closes that gap. With over 50 service management certified SC and DV cleared consultants, we bring strong structure, discipline and measurability to service management that Defence has come to expect from Cybersecurity. Our approach connects the two domains end-to-end — creating a single operating model that’s easier to govern, quicker to adapt, and ready to perform in any environment.
The result:
Who are Fusion GBS?
We've been delivering and integrating Defence service management for the UK MOD, NATO, and their partners for over 15 years, from deployed operational networks to enterprise-wide programmes. That experience extends to manufacturing, critical infrastructure, secure space, and large-scale service providers, where the same approach delivers measurable results.
This matters if you run services for the UK MOD, support NATO programmes, or work in the manufacturing and service networks around them. Whether it’s platforms, secure networks, or multi-agency services, we help you shift from reacting to problems to operating by design.
Our approach to defence and service management
In many organisations, service management isn’t as consistent, automated, or measurable as cybersecurity. The result? Slower recovery, higher risk, and missed opportunities to improve.
We close that gap by:
- Giving service and cyber teams a shared operational language
- Delivering measurable improvements quickly, without waiting for a major transformation
- Using an approach that works just as well in high-security and commercial settings
We do this through two complementary approaches:
Operate by Design
A proactive model for introducing new services. We ensure they are operable and supportable from the start, built on standard processes, consistent data, common tooling, and clear reporting so performance is easy to track. Every service is aligned with cybersecurity principles, enabling it to be run and defended as part of a single, integrated system.
Operate Improvement Programme
A structured approach to raising the standard of existing services. We begin with a data-led assessment of maturity and compliance to create a clear baseline, then prioritise and address risks with targeted fixes. Quick wins are delivered to lift performance quickly, followed by longer-term changes that remove barriers, optimise tooling, and increase automation for lasting improvement.
Previous achieved outcomes
Better resilience
Incidents reduced by up to 25%, with recovery times cut through automation and AI-driven root cause analysis.
Faster change
Cloud and line-of-business services onboarded up to 40% faster, with assurance built in from day one
Improved data quality
Over 95% accuracy in service and asset data achieved through automated discovery and reconciled feeds.
Closer alignment with cyber
Service and cyber teams working from the same controls, reporting, and standards across the estate.
Measurable readiness
Maturity scorecards and compliance reports aligned with MOD and NATO audit requirements.
Clear accountability
Every service mapped to clear owners, reducing outage triage times by up to 50%.
What we help our customers solve
How can we get new platforms and applications operational faster?
By streamlining onboarding for both in-house and cloud services, so they’re live with full service management integration from day one. We benchmark onboarding times, track improvements, and maintain consistency across the ecosystem.
How can we speed up problem resolution and outage recovery?
By improving incident categorisation, CMDB accuracy, and building service models that map dependencies. This enables faster root cause analysis and measurable reductions in downtime.
How do we get a clear, real-time view of service performance?
By automating data feeds from discovery and service management tools into reporting platforms. Leaders get an accurate, current picture of service health, enabling better prioritisation and faster decision-making.
How do we manage services across deployed or multi-agency environments?
By integrating systems, processes, and data so all environments operate as one ecosystem. Shared dashboards support joint visibility and coordinated responses.
How can we improve interoperability between service management and Cyber?
By aligning design and governance standards so both share processes, tools, and data. Compliance scorecards and maturity assessments keep progress measurable.
How do we cut time spent on routine incidents?
By automating common tasks today and preparing for AI-driven analysis tomorrow. This reduces manual effort, increases service availability, and frees skilled staff for higher-value work.
Service management solutions for the defence sector
Data Led Operational Insights and Improvements
Use AI Talos to spot opportunities, drive growth, improve customer focus, and cut costs.
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Omni Channel Self-Service Automation
Enable seamless self-service with our modern omnichannel solution.
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Service Management Transformation
Boost efficiency and customer satisfaction with our data-driven service management approach.
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Value Adoption Services
A structured, data-led approach that reconnects service management with business outcomes.
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Asset and Configuration Management Excellence
Improve visibility, cut risk, and save time with our asset management solution.
Find out moreWhy you can trust us to deliver
We’ve been delivering and integrating service management for the Ministry of Defence, its partners, and its suppliers for over a decade — and the same approach works in any complex, high-security environment.
Our track record includes:
- Over 15 years in Defence service management — from the Afghanistan Theatre Network in 2010 to today’s operational service management programmes
- Long-term MOD partnerships with Defence Digital, Army Digital, Defence Equipment & Support, and the Emergency Services Network programme
- Coalition and NATO delivery — awarded the managed service contract for NATO’s service management capability, aligned with coalition deployed and interoperability services
- Integration with major service providers including Babcock, British Telecom, and Capgemini
- Applying the same discipline in manufacturing, critical infrastructure, and large-scale service providers.
Unlock More Insights
Whether you want to strengthen new services from the start or improve the ones you already run, we can help you put the right processes, data, and tooling in place — and align them with your cyber strategy.
Explore our Leaflet
See how we deliver stronger, more resilient digital services for Defence organisations