People

a Member of the Institute of IT Service Management

itSMF and ISEB accredited lecturer

maintenance and enhancement of a Service Management assessment method and tool

completion of numerous Service Management reviews and assessment covering all areas of ITIL and BS 15000

numerous specific Service Management process consultancy including:

• Problem Management process consultancy for a public sector organisation, involving the configuring of the Touchpaper tool to support and automate the process improvements delivering savings of approximately £250K

• Configuration Management process consultancy for a private sector company, including the completion of a full audit of the infrastructure, design and implementation of processes and procedures and the creation of Configuration Management Database CMDB within the Red Box tool.

• Service Desk Manager, for a private organisation, developing and improving the Incident and Problem Management processes and procedures, whilst refining and producing reports and managing the Service Desk personnel.

• Change Management process consultancy for a private organisation, design and improving the process, documenting processes and procedures, designing change logging screens, and implementing a Change Management toolset based on Marval.

• Design, implementation and improvement of Service Management processes based on the Red Box Service Management tool for numerous customers, involving implementation of Red Box tool in both NT and Unix environments.

Service Management training: delivering Service Management Foundation, Practitioner and Manger courses training in excess 500 students with pass rates significantly above the industry average .