it training

from someone who's actually done it

Most IT training is delivered by people who've read the textbook. I've spent over 20 years living it. I've built service desks from scratch, turned failing teams into high-performing ones, and managed IT operations across 170 countries. CSAT from 23% to 96%. First contact resolution from 20% to 95%. I don't teach theory. I teach what actually works.

Whether you're setting up a service desk for the first time, trying to fix one that isn't working, or upskilling your team to handle things properly, I can help. Training is practical, ITIL-aligned and tailored to how your business actually operates.

service desk operations

The fundamentals of running a service desk that works. How to log, prioritise, escalate and resolve. How to communicate with users. How to measure what matters.

• Service desk structure and ways of working
• Ticket logging, categorisation and prioritisation
• SLA management and escalation procedures
• Communication skills for IT support teams
• Customer satisfaction and first contact resolution
• Reporting and KPIs that actually tell you something

incident management

When something breaks, your team needs to know exactly what to do. Not panic, not guess, not email someone and hope for the best.

• Incident lifecycle from detection to closure
• Priority and impact assessment
• Escalation paths and ownership
• Communication during incidents
• Post-incident review and continuous improvement

major incident management

Major incidents are where careers are made or broken. The difference between a team that handles a major incident well and one that doesn't is preparation, structure and clear communication under pressure.

• Major incident declaration and criteria
• Incident command structure and roles
• Bridge call management and stakeholder communication
• Timeline tracking and decision logging
• Post-major incident review and root cause analysis
• Turning major incidents into lasting improvements

problem management

Fixing the same thing twice is a waste of everyone's time. Problem management is about finding out why things keep going wrong and stopping them from happening again.

• Reactive vs proactive problem management
• Root cause analysis techniques
• Known error databases and workarounds
• Trend analysis and recurring incident identification
• Linking problems to changes and improvements

change management

Every outage I've ever investigated started with someone making a change. Good change management doesn't slow things down. It stops things blowing up.

• Change request lifecycle and approval workflows
• Risk assessment and impact analysis
• Change Advisory Board (CAB) structure and governance
• Standard, normal and emergency changes
• Post-implementation review
• Building a culture where change management isn't a bottleneck

request fulfilment

Service requests are the bread and butter of any IT team. New starters, access requests, equipment orders. Simple things done consistently and quickly.

• Service catalogue design and management
• Request workflows and automation opportunities
• Approval processes without bureaucracy
• Self-service portals and knowledge bases

asset & software management

If you don't know what you've got, you can't manage it. And if you're not managing your software licences, you're either overspending or non-compliant. Probably both.

• IT asset lifecycle management
• Hardware tracking and inventory
• Software licence compliance and optimisation
• Vendor management and contract awareness
• Disposal and decommissioning procedures

who this is for

• IT teams setting up a service desk for the first time
• Growing businesses that need structure around their IT support
• MSPs and IT service providers wanting to upskill their teams
• Organisations preparing for ITIL, ISO 20000 or Cyber Essentials
• IT managers who know something isn't working but aren't sure what

credentials

This isn't a sideline. IT operations and service management is where I've spent most of my career.

• ITIL 4 Strategic Leader
• Certified Information Security Manager (CISM)
• Certified in the Governance of Enterprise IT (CGEIT)
• ISO 27001/2 Lead Implementer
• Lean Six Sigma Green Belt
• ServiceNow IT Leadership Professional
• Member of the Service Desk Institute (SDI)
• Member of ISACA
• Published in TechMonitor.ai and TechRadar
• Board-level IT leadership across global enterprises and growing SMBs
• Experience spanning 170+ countries, from service desks to full IT operations

pricing

• Half day (up to 4 hours): £500
• Full day (up to 8 hours): £900
• Multi-day programmes: quoted per project

Training can be delivered onsite at your premises, remotely via Teams, or a mix of both. All sessions are tailored to your team, your tools and your way of working. No generic slides.