I am a highly experienced IT Service Management Consultant with over 25 years of consultancy and senior IT management experience.

The following are all roles that I undertake as an IT Service Management Consultant

• ITIL Consultant
• (ITIL) Process Designer
• Continual Service Improvement Consultant
• Service Designer
• SIAM Consultant
• ISO20000 Consultant
• ServiceNow implementation Consultant

My core skills include:

• ITIL
• ISO20000
• COBIT
• SIAM
• TIPA
• BPMN
• ServiceNow
• Balanced Scorecards
• Lean Six Sigma

My areas of particular expertise include:

Process Design & Process improvement (ITIL)

Undertaking IT operational process and ITIL conformance assessments

Designing and implementing ITIL (and ISO20000) aligned operational processes

Developing and implementing effective Process Assessment (governance) Models

ISO20000

Helping IT organisations to achieve ISO20000 certification (including undertaking ISO20000 audits and gap assessments)

Service Design & SIAM

Designing high performance end to end operational Service models (including processes, supporting organisational structure, resource models).

Helping organisations to build a Service Integration and Management (SIAM) operating model in order to enable the transition from a traditional single supplier to a multi-sourced / service tower based approach.

Service NowImprovement / Transformation

Helping organisations to implement a ServiceNow solution.

Designing processes for a ServiceNow solution.

Service Improvement / Transformation

Developing Balanced Scorecards for IT support environments

Designing user focused Key Performance and General Performance Indicators for IT support environments

Undertaking ‘As Is’ modeling of the current support model

Developing IT Service Catalogues, Service & Operational Level Agreements

Designing and implementing effective Problem Management processes

Developing IT Service Catalogues, Service & Operational Level Agreements

Designing and implementing effective Problem Management processes