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Service Support
Functions:
Service Desk –
Developed the service desk for start-up commercial software company in 1988
(acquired by Computer Assoc.) and developed most of the process guides for
Sysco Foods internal help desk in Houston
in 1991. Assisted in the redesign of the services command center
facility of Prudential Insurance in Roseland,
NJ in 1998. Also developed
process guides (then called SMCs by IBM) on
contract to IBM in Boulder,
CO for several of their
fortune 500 clients from 1995 thru 2002.
Incident Management
– Designed and developed a customized incident reporting and
management system for Sysco Foods as well as interfaces to the problem
management and change management systems. In 2005 designed &
developed the level 1- level 4 help desk incident process guides for a new
software company in Geneva Switzerland (TATIS).
Problem Management
– Worked with Hitachi Data Services – Professional Services
group on several engagements in the 1990’s to develop problem
management infrastructure around internet services for clients that were
evolving from client/server to internet/browser based systems. In the 2005
TATIS engagement (above). Provided process implementation services
for tying incident management to problem reporting, change control and
version/release control.
Change Management
– In 1982 designed & developed a customized software system for a
leading U.S. Bank that allowed applications programmers to introduce
changes to production libraries through a completely on-line scheduling,
tracking and authorization process. Problems from unauthorized or
unscheduled program changes dropped from 40% to 5% in 6 months. In 2004
this same approach was used for Convergys to integrate a change control and
version control interface.
Configuration
Management - Participated in many inventory baselines and automated
configuration tool evaluations for several clients. Again, a robust
interface to change management has provided significantly more value than
stand-alone configuration tools. Designed and developed tools and managed
programming staffs that did noting but tool integration & automation.
Release & Version
Control – One of the few ITSM professionals that has also been a
commercial software developer and development manager (1985-2005).
From this perspective there is ample applied experience in not only version
& release control, but the interfacing of reporting and control
activities through other ITSM disciplines such as change scheduling,
incident resolution and service level reporting.
Service Delivery Functions:
Availability &
Business Continuation – From the design of redundant networks to the
elimination of single points of failure – there is hands-on applied
experience in designing hardened and interruption resistant IT
architectures for the past 27 years. In addition, disaster recovery
plans and fail-over planning is commonplace. Provided 24/7 SLA process components to dozens of consulting
clients. Recently (2007-2008) designed
an Enterprise Reliability Information System (ERIS) for Chevron Corporation
that involved linking user based performance & availability monitors with
location specific SLAs to business service management
(BSM) in ITIL V3 and ITSM CMDB architecture.
Financial Management
– As a Consulting Manager for KPMG Peat Marwick (now Bearingpoint) was schooled in the fine art of IT cost
baselines, IT feasibility studies, return on investment (ROI) models and
cost benefit analysis (CBA). Consulted to several dozen Fortune 500
KPMG customers, state and local governments and the U.S. Department of
Defense. Developed IT cost of ownership models, operational models and
strategic planning scenarios based on these models.
Service Level
Management – Developed both non-binding objectives (SLO) and binding
measurable agreements (SLA) for service
levels. Have worked as an SLA analyst for
both outsourcing vendors and outsourcing clients. The monitoring,
management and reporting of auditable service metrics is one of the most
difficult tasks in ITSM. While on contract to IBM Global Services
(1994-2002) I was instrumental in developing, revising or analyzing SLAs for such clients as Hertz Corporation, Southern
Pacific Transportation and Kaiser Permanente.
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