Frieda Morton-Evans Email & Phone Number

Reading, England, United Kingdom

Reading, United Kingdom

Reading, United Kingdom

Overall accountability to develop, deliver, maintain and continually improve all aspects of Service Delivery within Thames Digital.

Reading, United Kingdom

Accountable for defining the strategy for all aspects of service management delivery across the Thames Water business and Thames Digital Partners.

Reading, United Kingdom

Accountability for operational management of the TW IT estate; Infrastructure, Applications, Business Intelligence & Networks to meet the needs of the Business.

Maidenhead

Head of Service Management/Service Support - Leading, managing, improving and reporting all aspects of operational services and ITSM to support business outcomes (including the Service Desk).

Pangbourne On Thames

Main work/projects in (2013)• Working with Cable & Wireless Worldwide to complete an ISO20000 readiness implementation project Main work/projects include (2012)•Working with Cable & Wireless Worldwide to complete an ISO20000 readiness implementation project•Working with C&WW to develop their Service Catalogue•Working with the University of Wolverhampton to develop Incident Management, Request Fulfilment, Change and Release Management and Knowledge Management processes, writing SLAs, OLAS & reviewing U/Cs •Working with the University of Wolverhampton to select a new ITSM tool – supplier consultancy•Working with the SDI to roll out Service Desk Analyst and Service Managers education and development with a number of customers including ComputaCenter and Barclays•Working with SDI to develop the updated Global SDI Standards •Writing exam questions for AMPG as an SDI Examiner Main work/projects in 2009-2011:•Developing Incident Management Process & Request Fulfilment Process for Sheffield Hallam University•Working with Barclays and ING as a coach for Service Delivery Managers/Service Desk Managers and Service Desk Analysts’•A UCISA ITIL v3 Project to provide the University Community with 13 ITIL Case Studies from within the sector. Wrote a number of toolkits for starting out with an ITIL implementation with a number of Maturity Assessment tools for ITIL v2 to v3 conversion & toolkits for Service Operation and a part of Service Transition•Worked as the lead ITIL Consultant on an ITIL project with The University of Leeds. •Worked with The University of Loughborough conducting a Service Desk review and four ITIL Overview Presentations for the IT Management Team •Undertook a review of the Service Desk for the University of Wolverhampton and, also involved in a Consultancy capacity providing feedback on the activities of the ITIL implementation at the University•I undertook a review of the Service Desk for University of East Anglia

Assignment for Purple Griffon Consulting: In line with their continual service improvement ethos, the Cable & Wireless Worldwide commissioned Frieda via Purple Griffon Consulting to work on an ISO20000 preparation project. Working with a group of other associate Purple Griffon Consultants the project will be determining the gaps in required ITSM processes and ensure that CWW are fully prepared to ahieve compliance should an audit be required.

Assignment for Purple Griffon Consulting: In line with their continual service improvement ethos, the Cable & Wireless Worldwide commissioned Frieda via Purple Griffon Consulting to work on a Service Catalogue project. Working with an associate Purple Griffon Consultant the project will be determining the Service Catalogue Process, Governance, Roles and Responsibilities and Reporting, and a Communciation and Training Plan.