Mitchell Everett Email & Phone Number

Islington

Islington

Create and implement a new IT Service Management operating model. Includes process improvement and implementation of the following:• A new ITSM tool• Service Design & Transition• Incident, Problem and Change Management• Performance and Management• Continuous Improvement Methodology

London, United Kingdom

As part of a significant program to design and build a shared service, that could be use across all accounts. The Service Management Tool that was chosen was Hornbill Supportworks Platform. The first stage of this program was to replace the aging platform Infra from one of the accounts and to migrate an existing Hornbill Supportworks Platform into a single platform. This included developing training material around the new Incident Management and Request Fulfilment processes which was provided via a classroom.

As a member of a successful Service Desk, I was privileged to help deliver a valued service to 4500+ users. The Service Desk was taking 450+ telephone based queries for incidents and request fulfilment per week.As part of my role I was tasked with service improvements which required me to review the request fulfilment processes and implementing improvements where required. This also required developing and implementing new processes for the ICT department to follow.Event Management was also automated with Supportworks using VPME and information provided from Solarwinds to log incidents before our users reported it. This had a profound improvement to resolutions and communications to the business; this made it easier to identify potential issues before they become business affecting incidents.

London, United Kingdom