|
About the Presentation |
In this session we outline an approach that offers a simple, low cost but innovative solution to the ‘classic’ problem of IT reporting failing to reflect the customer experience of the IT service provided. By working closely with our business colleagues we now have a ’common and shared’, easy to understand set of measures that accurately reflect how our business colleagues ‘feel’ about the quality and reliability of the end-end service provided. |
|
About the Speaker |
Ian MacDonald is an experienced Senior IT professional and has undertaken a wide range of Operational Support and Management roles covering; Operations, Technical Support, Systems Programming, IT Training, Service Management and Consultancy.
In recent years has gained significant experience of improving IT performance through the adoption of ITIL and EFQM best practice frameworks and has led teams and projects to attain National and International standards, accreditations and IT awards.
Within the IT Industry he has had active participation supporting User Groups and Forums such as Guide Share Europe, UKCMG, ITSMF and the Office of Government Commerce (OGC). For the latter was involved in the Quality Assurance for the Version 2 release of the ITIL publications and authored the chapter on Availability Management contained within the ITIL Service Delivery book. In 2007 he participated in the Version 3 QA for the Continual Service Improvement book. |
