19 years Service Management experience Many years practical experience of managing large Service Desks Service Desk Implementation for Ernst and Young, Railtrack and AGF Insurance. Service Management Consultancy, formulating Policy and Procedures in line with the ITIL® framework for a number of clients. Consultant to a number of British Government departments Consultant to the Foreign Office, Consultant to the Cabinet Office, As an employee of a US technical consultancy, I introduced them to the ITIL® framework, which was then adopted by the parent company in the US. As an employee of an outsourcing company I specialised in formulating, negotiating and documenting the processes for managed service clients. In addition I provided consultancy to internal departments on their processes.