Focus on value
Focus on value



And the first guiding principle is focus on value. And by using the idea of focus on value, it should always give us a constant orientation for any part of the service's organization to understand what is their contribution through products and services in a meaningful way to the end consumers? 'Cause sometimes the reality is in some service organizations, what service ultimately means the end consumers is lost? And potentially we can start doing really poor, inefficient service management activities that really are almost eroding ultimately what the business needs out of successful products and services to them.

About the Author

Martin is a professionally qualified and experienced IT Professional with over 25 years of experience in the IT industry. He has held a number of senior roles and has experience of large-scale IT Service Management implementation programs both in public and private sectors. He has over 15 years of experience working for QA as both a Senior principal lecturer/consultant and as Head of Service Management Product Development. Martin has delivered training to a wide variety of audiences, both UK and internationally, to consistently high levels of customer satisfaction.

His main role at QA is acting as a Head of Service Management Product Development to enable QA to deliver high quality, interactive training in the following areas:

  • Delivering a wide range of public ITIL, SIAM, and BRM courses
  • Delivering onsite ITIL and SIAM courses
  • Developing high-quality QA authored Service Management courses and courseware across all delivery mechanisms including classroom, e-learning, and virtual
  • Working with Industry partners to develop new curricula and courses – Recent examples include ITIL Practitioner and the BCS EXIN SIAM Foundation qualifications