Richard Brown

I am currently preparing to take the ITIL V3 Foundation exam. I work at Lloyds Banking Group as an IT Support Manager and I have a great interest in the way IT service is provided in large organisations such as LBG. As part of my role, I am currently working on how the "end user" perceives the support they receive from their IT service provider and how this perception can be changed for the better. I beleive this is of high significance in all organisations as it is a true and honest reflection on how good your service is. I would like the opportunity to discuss how other IT providers receive feedback on their service. I would like to gain experieince in the design of a support contract and in particular how the diffferent concepts of the ITIL model help to allign a successful service operation.