Australia

I am ITIL consultant and looking for some new insights based on out case studies.

I am is an ITIL V3 certified professional with over five and half years of experience in Production Management (ITIL streams) which includes, Incident Management, Problem Management, Change Management and Release Management. I have been involved with Production Management roles for Global Leaders like, Unilever, Morgan Stanley, The Nielsen Company, etc.

I am completing a PhD in incident management (Incident Management: Human Factors and MTTR). I have researched incident management and am a big fan of ITIL's commitment to keeping Incident, Problem, and Change Management as independent and co-dependent for success. My company, KOZADAR, offers training in incident management, works with clients to minimise attained MTTR's, and coaches incident managers to optimise their use of the proven combination of characteristics-displayed and the use of problem-solving in a manner that not only delivers a lower MTTR, but ensures that incident managers do incident management work.

I manage the systems management team at Bendigo and Adelaide Bank, my responsabilities include the definition and implementation of the Service Management Strategy and the Enterprise Systems Management Solution.