I'm passionate about Information Technology & spreading knowledge makes me happy. I have 20+ years of experience in service operations and delivery and 5-aside, on a good day I'm a solid 7 right-winger. Interests: ITSM implementations moving from an escalation-based model to a collaboration-based model. With the boundaries of 1st and 2nd line support becoming increasingly blurred re-designing outdated ITIL processes, and culture.The new focus needs to create more cross-functional team collaboration, changing the outdated traditional simplistic individual and team-based measurements which create (competition and silos) to instead incorporate a combination of indicators to measure outcome-based KPI's where customer success and value-based measures are more important than who closed the most tickets.https://library.serviceinnovation.org/Intelligent_Swarming/Intelligent_Swarming%3A_A_Framework_for_Collaboration/30_What_Is_Intelligent_Swarming
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Knowledge ManagerThe University Of Manchester Mar 2011 - Aug 2020Manchester, England, United KingdomOrganisational learning: identifying improvements in processes, policies, and offerings (product and service functionality and usability).
Paul L. Education Details
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(Hons) Business Studies
Frequently Asked Questions about Paul L.
What is Paul L.'s role at the current company?
Paul L.'s current role is An ITSM Expert - Qualified to professional level in ITIL, COBIT, SIAM, VeriSM, Knowledge Management, SDI, Organisational Change Management and PRINCE2,.
What schools did Paul L. attend?
Paul L. attended The Manchester Metropolitan University.
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