Chris Middleton - ITIL Service Management

ITIL V3 qualified with extensive experience of working within the ITIL service management framework.

Familiar with service management software packages including HP ServiceView and ITSM.

Particular experience of the following areas of ITIL:

Incident management

Calm under pressure and with excellent analysis and prioritisation skills to ensure accurate assessment of impact, urgency and priority of service incidents.

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Liaison and escalation across technical teams, third party vendors and customers to ensure that communications are clear, expectations are set, and the correct resources are appropriately targeted to ensure a controlled restoration of service. Ensuring post-incident reviews are executed where necessary with a feed into the problem management process where required.

Problem management

Management of proactive and reactive problem streams, ensuring that problem records are correctly prioritised, that root causes, workarounds and known errors are accurately recorded, and that problem fix work is progressed and feeds into the change process. Liaison with suppliers and contractors to ensure they fulfil their obligations to problem fix.

Change management

Whether dealing with reactive changes in response to an incident, or proactive changes as part of service improvement or problem management, service protection is always the priority.

Skilled at liasing across teams and departments to find the “7 R’s” of change management: Raised-Reason-Return-Risks-Resources-Responsibility-Relationship - in order to ensure that changes are compliant, accurately represented to Change Advisory Board, and do not cause unforeseen interruptions to service.