*Accredited ITIL® Trainer    *Accredited ISO/IEC 20000 Consultancy Trainer

ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office

Central Government Experience

The Cabinet Office September 2003 September 2005 - Service Management Specialist in a Consultancy role for the Cabinet Office for a large project. The work included:

  • Designing the Service Management regime
  • Planning the Service Desk
  • Specifying Vendor selection criteria
  • Negotiating SLAs
  • Designing detailed processes.
  • Training the staff to ITIL® Foundation level

The project is a cross-government initiative, involving negotiations with 10 partner organisations. The nature of the project means that I am unable to give any further details.

Security Cleared to DV level

The Foreign and Commonwealth Office 2002, 2005 - ITIL® Service Level Management Consultancy to the Foreign Office on 2 occasions. The work has included:

  • Devising a Service Improvement program for the 24 hour global Service Desk operation
  • drafting and negotiating Service Level Agreements
  • winning management approval for a complete review of the SLA Process within the Foreign and Commonwealth Office Services ICT division.
  • redesigning the Service Management Process in accordance with ITIL® Best Practice
  • documenting the associated Procedures
  • compiling a comprehensive Service Catalogue
[Liz Gallacher] [Experience] [Qualifications] [Service Desks] [Training Services] [Contact]

©2006 - Bend the Bow Ltd