Tel: +44 (0) 7828 251 567 http://mdelran.mdnovation.com
BUSINESS TO IT ALIGNMENT: EFFICIENT SERVICES FOR HAPPY CUSTOMERS
Do you find it challenging to understand and establish a constructive dialogue with your Business peers or your Customers? Do you want to improve your credibility with regard to your ability to address their needs? Are you wondering what they really want and expect from your services?
What if you could design and deliver outsourcing services with an innovative approach and extensive knowledge of the market in terms of solutions as well as what your competitors offer? What if you could fully understand what your customers want and optimise your offer in line with what they can afford? What if you could demonstrate the smart, agile and creative service offer that is expected from you?
What if you could design the perfect service strategy including processes and delivery models that put you on top of the competition while optimising customer satisfaction today?
No need to search further, you have the best solution in hand.
Why?
I am an ITSM Red Badge with over 28 years of experience in large companies. Product Marketing expert with proven track record of successful and innovative projects. Multi sourcing experience and Business Service orientation. Hungry for new technologies and methods and constantly studying the market. Passionate about public speaking, personal development, coaching and communication techniques, with high listening skills doubled with Marketing and Digital Media expertise.
What?
· I develop a model where the collection of requirements combined with effective language techniques along 4 areas: People, Process, Products and Partners. I cover all ITIL v3 Processes as well as the non standard ones.
· Requirements are rigorously analysed, prioritised and synthesised.
· Together, we decide the most adapted solution that matches your customers’ expectations within your context, budget and sourcing boundaries.
· I scan the market for solutions, innovations and service providers’ offering so you can quickly take an informed decision in full confidence for your service strategy.
· With your Project team, we define the most realistic and cost effective implementation path and I engage myself and support this strategy along the way. I make sure your customers are satisfied and feel their needs are continuously and effectively addressed.
How?
This is achieved by combining all my talents and expertises in diverse domains that I have acquired along my career. I also use proven methods as well as genuine and innovative tools that I have developed for this specific activity. Discover below what they are:
Professional Qualifications and Memberships:
Ø Certifications: ISO20000, COBIT, ITIL Manager Red Badge (ISEB, EXIN)
Ø Business to IT Alignment Consultant, Service Designer and Solution Architect
Ø Marketing and Product Marketing Manager EMEA, Market Analysis
Ø Configuration management Expert, IT Service Continuity Practitioner, HP Openview, Remedy
Ø Public Speaking (Toastmasters CC-CL), NLP Master Practitioner, Leadership and Coaching
Ø Project Management Skills, Mentoring and Consulting Skills
Ø Digital Media Broadcasting & Media Asset Management Expertise
Ø Digital Technology Journalist & Conference Speaker / Organiser
Ø Sound Engineering Diplomas
Ø Engineer Diploma: Mechanics, Electronics & Computing
Brief Career history (IT):
2008 - 2009 : Business to IT Alignment Specialist (Contractor YCDINOW)
2007 - 2008 : Configuration Manager Expert (The Carphone Warehouse)
2005 – 2007 : Senior Service Management Consultant (FoxIT)
2002 – 2005 : Digital Media Expert , Event organizer, Speaker and Journalism (Contractor)
1999 – 2002 : EMEA Product Marketing Manager (Remedy Corporation - Peregrine)
1997 – 1999 : HP Openview ITSM Presales Champion (Hewlett Packard)
1993 – 1997 : Selective Outsourcing Service Designer and Delivery Manager (Hewlett Packard)
1982 – 1993 : Diverse positions Support and Consulting (Hewlett Packard)
Other passions:
Public Speaking, Event organisation and running, Digital Media, Internet Marketing, Music (Singer), Sound Engineering, Video Streaming, Rich Media, Body Language, Improvisation, coaching, etc.
Testimonials:
“Michel worked with me for over a year on the CMDB project, working on the redesigning of the CMDB and implementing a connector to manage and maintain the CMDB data. Michel always remained dedicated to the cause despite some reluctance from some areas of the organisation. Centrica’s CMDB has been a huge success, mainly thanks to Michel’s communication skills, ensuring that any difficulties were overcome to a satisfactory conclusion”. Marie Cavanagh, Configuration Manager, Centrica
“Michel is a consummate professional with in-depth Itil expertise and direct real-world experience of many Itil manager roles. His mastery of NLP enhances his business communication and enables him to quickly get to the core of what is intended in the communication, in addition to what is actually being written or said. He is an excellent colleague, a good sounding-board for ideas and a fine team member.” Marc Power, IT Service Continuity Manager, The Carphone Warehouse
“Michel has been an excellent partner with a deep expertise who gave me excellent advise and view points about markets and opportunities I wanted to understand. Thank you Michel.” Alain Untersee, Product Line Director, Harris
Want to know more? Just Google Michel Delran…
Career Abstract:
Centrica, Business to IT Alignment specialistØ Centrica needed to assess the Business Requirements for ITSM processes and tools as HP Service Desk is going out of support by next year. They needed someone who understands the processes, the technology, the complex service sourcing as well as building instant rapport and effective people to people connections. As many teams are involved in the delivery of IT Services across the 5 Centrica Brands, 1000+ requirements have been collected out of analysis of existing processes and inquiries about the way they are instrumented throughout the years and how they are used on a daily basis along with users’ concerns and wishes for more efficiency.
Ø The combination of process, product marketing and technology expertise in all areas (technical assessment, market positioning and competitive analysis) along with unmatched communication and listening skills are joined to produce a synthesis of all the requirements for Centrica to take the right decision for the evolution of the IT services for Business adequacy.
Ø The Business to IT Alignment Model is defined and materialised through a strategy including vendors, sourcing alternatives, analysis of similar situations with companies comparable in size and structure, isolation of ad-hoc processes, alignment to ITILv3, interface model with 3rd parties, etc.
Ø Business to IT Alignment Model proposed to the 2009 itSMF conference.
The Carphone Warehouse: Configuration Management Expert
Ø The Carphone Warehouse needed to realign its IT Services in the context of a fast growing business and their recent move to the FTSE 100. Although an IT Governance approach was existing, they had to keep up with the expansion of the IT infrastructure and the Business Services in a very volatile business context.
Ø The need for an effective Configuration Management arose and was perceived as the key to a thorough realignment of the IT Services. Many challenges needed to be addressed such as the virtualisation of servers to face the seasonal capacity requirements of the distribution of mobile phones, the consistency of software developments (internal and external), the outsourcing of more and more IT services, etc.
Ø This assignment involved: Creation of the Data Model addressing the global IT architecture and including the CMDB, the Service Catalogue and the Business Services strategy. Michel defined the Configuration Management process and its implementation in BMC Atrium CMDB.
BT Vision: Configuration / Release Management: Service Management Consultant
Ø British Telecom engaged Microsoft to build the technology architecture needed for them to launch their IPTV product (BT Vision). Fox IT was subsequently engaged by Microsoft to provide expertise to the design and implementation of Incident, Change, Configuration, Patch, Software, Release and Deployment Management processes.
Ø Lead Consultant for the design and implementation of a Patch, Release and Deployment solution which would support SMS and deliver updates transparently across a UK network of remote servers with zero disruption to customers. In addition; responsible for the development and implementation of a Service Monitoring & Control Process using MOM.
Ø This assignment involved: process definition and implementation against ITIL and MOF Standards; product implementation including process definition and documentation for IT Operations and Change Management; documentation for architecture, installation, security, operations and Patch / Software Management; training of the Operations Team; and delivery of a Release & Updates Management Strategy.
Bridgestone Tyres: Service Management Implementation: Service Designer and Delivery Manager
Ø Bridgestone Corporation is one of the biggest tyre and rubber manufacturers in the world that sells its products in more than 150 countries, employing 105,000 people.
Ø Engaged as Project Manager by Bridgestone who had outsourced full administration of their Unix Servers (pre and post implementation of SAP R/3) to HP Outsourcing.
Ø Responsible for designing and implementing all Service Management Processes including IT Service Continuity and Release, Software, Service Level, Capacity, Availability, Change and Configuration Management. Additionally built a Service Catalogue for the client.
Hewlett Packard Outsourcing: Service Desk Implementation: Project Manager
Ø HP’s new Outsourcing (Managed Services) business had a requirement for the greenfield implementation of a new Service Desk infrastructure based on ITIL based products from Remedy and, HP Openview.
Ø Acted as Project Lead to manage: process definition and implementation; Service Level Agreement definition, negotiation and review; and product implementation including workflow definition, development supervision and verification;
Ø Ensured the Service Desk architecture integrated with other HP Openview products, and Remedy ARS; and with HP’s in-house customer IT organisation.
Ø Provided training as required for remote and on-site teams; developed reporting capabilities in line with SLA terms and KPI criteria; and carried out Return on Investment and Capacity and Availability Management assessments.
Ø Developed Disaster Recovery plans including definition, implementation and testing and centralised / customised Configuration Management Processes.
Ø The successful assignment was extended to include a second phase to deliver a “follow the sun” architecture covering the company’s global requirements for a global service desk organisation.
Centrica: CMDB Redefinition: Project Lead
Ø Centrica is a large multinational energy company with businesses in the UK, North America and Europe. It is a FTSE 100 company with revenues in excess of £16billion.
Ø Engaged to develop Configuration Management Processes from their existing CMDB that needed a complete refurbishment and integrate into Centrica’s Service Management Tool.
Ø Over an 14 month timeline; performed stakeholder interviews to identify business requirements; performed an assessment of existing processes; redesigned all Configuration Management Processes; constructed a 1 million CI CMDB Data Model; and created a migration path for implementation.
Ø Centrica implemented all processes and the innovative CMDB Data Model has been recently showcased at various Service Desk and ITIL shows and conferences. The success of this project has given Michel a reputation as one of the leading Configuration Management experts within the ITIL arena.
Ø Innovative CMDB Model presented at the ServiceDesk Show and itSMF Conference in 2006
Morocco Telecom: HP Service Desk Implementation: Lead Consultant
Ø This large Moroccan Telecommunications company had a requirement to implement ITIL processes around HP Service Desk for two customer organisations. This included Incident, Problem, Change and Configuration Management. Both customer organisations relied upon separate and centralised systems with a common monitoring solution.
Ø Delivered the implementation of HP Openview Service Desk with Service Calls, Incident and Problem Management; designed a common infrastructure (CMDB); and created procedures to ensure that relevant data would only be visible to the targeted organisation. This included reporting elements which were a sensitive issue given both organisations’ separate activity.
Steria: ITSM Conformance Assessment / Outsourcing Initiative: Lead Consultant
Ø Steria was selected by the National Offender Management Service (NOMS) to optimise the IT infrastructure of the National Probation Service. This is a 6.5 year end-to-end IT services contract worth £365million.
Ø Fox IT was engaged to provide Service Level Management Consultancy to Steria in order to ensure compliance with NOMS Service Level Agreement.
Ø Engaged as Lead Consultant to initially perform a Maturity Assessment of Configuration, Incident and Service Level Management Processes against ITIL and ISO20000 standards.
Ø Subsequently used foxPRISM to develop Process Flow Diagrams; performed a detailed GAP analysis against ITIL best practice; re-designed all processes; developed project implementation plans; and embedded best practice through workshops with operational staff.
3 / June 2009