Stop Fixing, Start Improving

Samuel Beckett wrote, “Ever tried. Ever failed. No matter. Try again. Fail again. Fail better.”

It’s not a slogan. It’s how most service teams live. They try to improve. They hit limits. Then something shifts—new targets, new pressures, new tools. And the cycle starts again.

This blog is about breaking that cycle by strengthening the one function that underpins everything else: Service Management. When it’s working, it drives operational efficiency, reduces cost, and increases productivity across the business. When it’s not, nothing else can move forward.

The approach draws on work done by Fusion GBS through Value Adoption Services (VAS)—a practical way to build operational strength, deliver under pressure, and support continuous change.

And if you read through to the end, you’ll see how this kind of work puts you in shape to deliver and support effective rollout of AI capabilities into your ecosystem.

Start With the Business

Improvement doesn’t begin with tooling or tickets. It begins with understanding what the business is trying to achieve.

Fusion GBS Value Adoption Services (VAS) helps organisations do exactly that. It provides a structured approach to link business goals to the service management capabilities needed to support them.

VAS starts by mapping those business goals to key service management areas like modern service desk, self-service, AI, and automation. It uses a simple framework to guide this mapping. This makes the connection between strategy and service delivery clear.

From there, AI Talos—Fusion’s industry-unique benchmarking and analysis platform—provides a baseline. It measures the maturity of each capability—based not only on your internal performance, but also on comparisons across thousands of other organisations.

The result is a scorecard that shows where you’re strong, where you’re falling short, and how you compare to your peers in your industry. This gives service teams a clearer picture of what “good” looks like—and what they should focus on next for continuous service improvement.

Use Data to Improve with Purpose

AI Talos works across many different systems. It analyses data from service platforms, email, chat, ERP systems like SAP and Workday, telephony platforms, and other tools involved in the customer or employee journey.

This offers a comprehensive view of how services are really working—where delays happen, where requests drop off, and where experience breaks down. It highlights patterns—missed SLAs, slow handovers, low adoption—not as isolated issues, but as part of a broader flow.

This approach helps teams focus. They don’t have to fix everything. Just the right things, in the right order.

Run a Structured Loop—and Stay With It

Value Adoption Services applies a structured improvement loop that guides teams through each stage of the journey:

• Benchmark performance using AI Talos
• Identify capability gaps
• Define outcomes
• Build a remediation plan
• Implement actions
• Re-benchmark after six months
• Assess progress

It’s a cycle of review, action, and re-assessment. The analysis doesn’t just start the process—it comes back in, helping teams see if the decisions they made are delivering results.

If not, the loop continues. Plans adjust. Actions shift. Over time, the system gets stronger, more responsive, and more aligned to the organisation’s goals.

What VAS Brings to the Table

VAS supports the continuous service improvement loop with practical tools, structure, and execution support. It gives teams what they need not just to identify problems, but to fix them effectively.

It includes:

• Insight from AI Talos across systems and journeys
• Scorecards and benchmarks focused on service capabilities
• Service management maturity roadmap aligned to business goals#
• Recommendations aligned to business priorities
• A regular cadence for decision-making, action, and review
• Support for adoption, usage, and continuous optimisation
•  And most importantly, a library of ready-to-implement remediation assets

These assets include predefined service catalog entries, process templates, automation workflows, role definitions, knowledge content, and right practices. All of it is designed to be practical, modular, and directly usable.

That’s why it’s called Value Adoption Services. It helps teams act—using content that’s already shaped, tested, and ready to go. And somewhere in the background, Samuel Beckett is probably nodding. Because this time, you’re not starting over. You’re just starting smarter.

What to Expect Across Key Capabilities

While the primary focus of Value Adoption Services is operational efficiency and productivity, outcomes often extend into areas such as Customer Experience (CX), Employee Experience (EX), and overall business growth. The table below outlines the kinds of results VAS supports across the six core service management capabilities.

This gives leadership and operational teams a clear view of where improvement efforts translate into measurable results.

Delivered as a Managed Service

Value Adoption Services is delivered as a managed service. It runs on a six-month cycle. Each cycle starts with an analysis using AI Talos. It leads to a clear scorecard, a set of prioritised recommendations, and a delivery plan. Fusion GBS works with your team to implement the right actions using pre-built content, workflows, and practices.

Progress is reviewed and benchmarked again at the end of the cycle. That means every six months, you get a new baseline, new insight, and a clear view of how far you’ve come—and where to go next.

There’s no complex setup. No long ramp-up. Just a structured way to move forward, built into the rhythm of your operations.

AI Readiness Starts with Fixing the Basics

Most organisations want to adopt AI. But progress is slow—not because the technology isn’t there, but because the foundations aren’t ready.

The usual blockers are clear:

• Poor data quality
• Siloed processes and disconnected systems
• Low adoption of self-service
• Lack of clarity on where AI adds value
• Limited internal skills to support automation and AI operations

These gaps prevent teams from using AI for even the most common applications—like chatbots, virtual agents, or intelligent routing.

VAS helps close these gaps. By improving adoption, aligning processes, and building clean, reliable data from real journeys, it creates the conditions needed for AI to deliver real value.

Progress Feeds Progress

As the environment matures, the effects compound. Better adoption drives better usage. Better usage generates better data. Better data leads to smarter decisions.

This is how service teams build momentum. Not by starting over—but by learning, adapting, and improving through steady work.

This is what Beckett meant. Try. Learn. Try again. Fail better.

If you want to see what this looks like when service management and business goals are properly connected, the short video walks through it—AI Talos, the journey, and how it all holds together.