Introduction to Real ITSM has an integrated website as does Basic Service Management. Introduction to Real ITSM has been developed into a workshop, using humour to communicate the importance of cultural change when doing service improvement. Plus! The Standard+Case Approach is also used as the basis for a workshop, for responders to any situation, e.g. a service desk. Introduction to Real ITSM has been translated and published in Russian by a Moscow business partner, Cleverics. So has Owning ITIL. Now Basic Service Management is out in Spanish!
Most of the books are now available on Kindle, which is a non-trivial conversion exercise.
More books are under consideration, such as Basic Service Improvement (a sequel to Basic Service Management), the OPS4LESS Almanac, Authenticity: the 21st Century's Lost Cause,
and Real IT - another funny one.
Highly experienced, passionate, motivated agent of etc etc... Let's take as read all that pro-forma ritualistic CV guff. Here's the facts:
Rob England B.Sc., MIITP, CITP is an independent IT management consultant, trainer, and commentator based in Wellington, New Zealand. Rob is an internationally-recognised thought leader in IT Service Management (ITSM) and a published author of seven books and many articles, best known for his controversial blog and alter-ego, the IT Skeptic. He speaks regularly at international conferences.
Since founding in 2005, the motto of his company, Two Hills, has been "Sensible Business Practices".
Rob is an acknowledged contributor to ITIL (2011 Service Strategy book). For seven years, Rob was the newsletter editor for itSMFnz, the professional body for IT Service Management (ITIL) practitioners. Rob was awarded the inaugural New Zealand IT Service Management Champion award for 2010 by itSMFnz.
He provides local consulting and training to a number of business and government clients in Wellington, on IT strategy, governance, and Service Management (ITSM) topics. He also specialises in helping change IT people, through a behavioural change programme, workshops, and structured courses such as The Seven Tasks of EnGrok. Clients include American Field Service, ANZ Bank, CCDHB, Department of Internal Affairs, Health Intelligence, Housing Corp, Hutt Valley DHB, Inland Revenue, Kiwibank, Ministry of Education, NZ Police, NZ Transport Authority, Site Safe, Statistics New Zealand, Taranaki DHB, Telecom/Gen-i, Telstra/Vodafone, WelTec/Whitireia polytechnics. He delivers some services through partners DeFine Group, Integri-T, or Resultex.
Rob is one of New Zealand's first IT Certified Professionals (ITCP), an IITP (formerly NZ Computer Society) accreditation. He has a B.Sc. in Operations Research, DevOps Foundation Certificate (certified to instructor level), PRINCE2 Practitioner Certificate (certified to instructor level), and V2 and V3 Foundation Certificates in ITIL. He also has uncompleted tertiary qualifications in Electrical Engineering and Adult Education.
He writesa large number of articles, mostly about ITSM or IT professional development, for major websites such as ITSMWatch, ITSM Review and Datamation, and delivers webinars and interviews for organisations such as Citrix, Pink Elephant, BMC/Numara, and Zoho/ManageEngine. He has seven books published and more in planning and development.
Rob was one of the "2012 #Nifty50 Top Men in Technology on Twitter" and one of the top 1% most viewed LinkedIn profiles for 2012. He was voted the best speaker at the 2011 itSMFnz national conference and voted the most popular speaker at the TFT12 world-wide online conference. He has a Klout of 66 as at October 2014. Four conferences and four webinars have invited him to speak multiple times.
Rob has visited about 30 countries. He retreats to New Zealand's Southern Alps when he can. Sometimes he plays with trains, or helps his son restore a 1978 Holden Kingswood ute, or his own matching Kingy wagon.
He is proud to be the last guy in engineering school to use a slide rule and the first person in his social circles to touch a microcomputer (a SCMP and a Z80) ... or for that matter a real computer, having touched his Dad's IBM 360/40 in 1973.
Rob's goal is to maintain his balanced lifestyle while becoming a millionaire by end of 201020112014 2016. Details of the plan are sketchy.
He lives in idyllic Porirua, Wellington, New Zealand.
"Just in time" service management solution design for an ERP rollout in a large government department.
"Just in time" service management solution design for a contact centre voice solution in a government agency.
Governance models for a wholly-owned shared-services IT provider
Post Incident review for a District Health Board.
Think tank workshop for USA conference
Governance decision-making and risk model for a shared services company and its public owner/customers.
Service Desk review for a government department
Business case for shared services, using government's Better Business Case format.
Coaching and advising an IT Operations manager establishing the role in a new and growing company.
Change and Release practices improvement for a bank.
Service management solution design for network services and data centre hosting for a government department.
Supplier engagement model and process interlocks for an outsourced All-of-Government shared services website for a government department.
Service management review of IT operations for a bank, with recommendations.
Service catalogue and SLA for a telco network service.
ISSP refresh for a government agency.
Evaluating opportunities for implementing service support procedures and tool outside of IT in a government department.
Business and service management models for a regional service provider to multiple public service entities.
Operating model for a laboratory IT system being merged between two hospitals.
Service catalogue content, system and roadmap for a major government department.
Design advice and written content for the service management component of a bid proposal for a telco: the original RFI and the following RFP.
Emergency operational readiness assistance for a service provider to resolve service delivery and support issues with rollout of a new service for one of their clients.
Service Desk consolidation business case evaluation for two local government bodies.
ITSM strategy and plans for a regional District Health Board.
Service improvement programme for the same DHB. Introduced Rob’s own proprietary Tipu methodology to change culture and execute an across-the-board improvement of practices and tools for IT.
IT strategy for a small training/certification organisation. Interesting application of IT principles to an organisation with less than one IT staff!
Implementation of IT strategy for the same organisation (in progress): IT operating and governance model, IT work programme, cultural change programme, moving to Cloud-based systems, outsourcing infrastructure and support, operational practices, establishing a Service Desk.
Created, implemented and developed the role of “Service Delivery Manager” (in ITIL terms Incident, Request, Service Desk, Desktop Support, Service Level Reporting, Configuration, Availability and Training) over a full-time period of four months for a Health Board (running three major hospitals and multiple clinics, 9000 users, 24x7). 17 staff, six direct reports. Deliverables included Availability Plan; operational handover document and process for projects; and of course service delivery strategy.
IT Service Catalogue Roadmap for a government corporation, with definition of requirements, risks and objective; and a 36-point plan for implementation of culture, processes and a catalogue system.
ITSM strategy and plans for the same organisation who had pressing needs to implement operational procedures across the range of ITSM practices before major outsourcing arrangements are put in place. Time and resource constraints mean a risk-based assessment and triage are required to manage the deliverables.
Cloud-based thin-desktop IT infrastructure strategy and architecture review, for the local branch of a global not-for-profit organisation. This included governance, service and support recommendations
IT policy templates for the same organisation.
The most valuable reference of all is when a client engages me a second time. There are at least ten of those.
“A deep passion for successful outcomes lies behind Rob's experience, knowledge and involvement. He provides a much needed forum for industry pioneers, leaders and professionals to voice their needs and opinions. He does not shy away from controversy, but I have found his ethics to be beyond question and his intentions beyond reproach. In addition, his professional credentials and solid experience place him amongst the top tier of practitioner-leaders in the industry.” December 9, 2011
David Cannon, author of ITIL 2011 Service Strategy and ex-Chairman of the International Executive Board, itSMF
“Rob is a globally recognised expert in best practices and we have been privileged to use his expert guidance on several occassions. He always delivers on time and to budget and, in addition, often suggests a new approach or way of thinking that resolves underlying fundamental problems. His work and approach is highly recommended.” November 11, 2011
Annelise Savill, Van Haren Publishing
“Rob is an outstanding consultant with a huge range of experience to draw upon, a pragmatic and flexible approach with a strong focus on getting the people dimension right.
When you work with Rob you know that you can trust him to tell it how it is, find the best practical solutions and work through the barriers and politics to get to the strategic goal.
He has a fantastic mind and I've always valued his creativity, professionalism and rigour. He'll do what you need him to along with half a dozen things that you also need but didn't realise until he pointed it out!
In our organisation Rob worked with a lot of flexibility - slotting skillfully into a number of roles when we needed him and offered a great deal of extra value with the strategic papers and analysis that lived on long after his engagement.” March 4, 2009
Tracy Street, Health Intelligence
“Rob is a dedicated professional and an expert in Service Management. We have used Rob for a number of assignments and his knowledge and expertise enhances our reputation for providing the very best people to our customers.” November 17, 2011
Larry Lepper, Resultex