Datawatch International signs an agreement with Rosemary Gurney of Wardown Consulting Ltd.
London – May 21, 2004 – Datawatch International are delighted to announce that Rosemary Gurney of Wardown Consulting Ltd joins the team. Rosemary will provide an experienced and professional service for Datawatch International as she brings with her a wide variety of skills gained in both the public and private sectors, including expertise in ITIL (IT Infrastructure Library) IT Service Management, Programme Management and Project Management using Prince2 methodology. Datawatch International and the client base will benefit from the addition of these key skills to our service portfolio.
With 18 years experience, Datawatch is an organisation dedicated to service. The company develops Visual|QSM, a truly net-enabled service management solution, providing 24/7 absolute accessibility, with anywhere, anytime support across any environment. Visual|QSM will link every service area in an organisation to keep the business on track. Operating in a hierarchical call structure it promotes improved incident analysis and improves management reporting. This therefore enables the Service Desk to better understand the root cause for problems and assists in maintaining a proactive operation.
Chris Rodwell, Sales Director at Datawatch International comments, “ Through all sections from HR and Payroll, from Facilities Management to Customer Service and Support, Datawatch Visual|QSM will help to strengthen support effectiveness, increase employee productivity, meet business objectives and ultimately deliver better quality services and products to the end-user. Adding Rosemary’s skills will provide our clients with the opportunity to ensure the product’s success is maximised within the organisation.”
On the consultancy agreement Rosemary says, “ I am delighted to be working with Datawatch as I believe Visual|QSM is an excellent tool that can provide the customer with the ability to best meet its organisational objectives. Therefore, as part of the service portfolio, I will be working with the customers to leverage their return on investment and raise their service levels. This means that I will be visiting existing Datawatch client sites to conduct analysis of their procedures and working practices surrounding their service desk operation. Following this analysis I will offer any recommendations I may have about how these can be brought more in line with ITIL best practice. This may be a more in-depth analysis of their entire IT Service and dependant on my findings, the delivery of accredited, professional training courses in conjunction with any awareness sessions that may be needed.”
The ITIL philosophy adopts a process driven approach which is scaleable to fit both large and small organisations. It considers Service Management to consist of a number of closely related and highly integrated processes. To realise the key objectives, these processes must use people and products effectively, efficiently and economically in the delivery of high quality, innovative IT services alighned to business processes.
IT Service Management processes are at the heart of ITIL and are usually considered as two core areas. Service Support mostly concentrates on the day-to-day operation and support of IT services while Service Delivery concentrates on the long term planning and improvement of the IT service provision.
The increased business reliability on IT demands that computer systems are available and providing the levels of service required enabling the business to compete in today's market place. Service Management is the key to achieving this fundamental standard, delivering a reliable, cost effective, quality service to the customer for the benefit of the business.
To identify the requirement for and implement Service Improvement Programmes based on ITIL best practices, Rosemary will initially manage a benchmarking project for existing practices. Working with the results of such a project at a Central Government department, Rosemary was able to assess and recommend the changes to be made to the IT Change Management and problem Management processes and then implement the revised processes in a controlled manner. At another Blue Chip organisation, Rosemary managed a number of major projects, concerned with re-engineering the workflow processes for the Change Management systems and IT Service Desk.
Rosemary is experienced in understanding and managing team performances, negotiating Service Level Agreements, problem solving and providing excellent customer service. She continues, “I am confident in my abilities and my strengths, which include tenacity, logical thought and a capacity to deal in solutions rather than problems.”
Rosemary will assist clients in realising the key objectives of IT Service Management, to align IT services with the current and future needs of the business and its customers, to improve the quality of the IT services delivered and to reduce the long term cost of service provision.
Visual|QSM is available in the UK from Datawatch International
Datawatch International Limited
Tel: +44 01923 299 000
Fax: +44 01923 266 284
ABOUT DATAWATCH CORPORATION
Datawatch Corporation helps organisations easily access, store, distribute, transform and analyse information throughout the enterprise. From report management and analytics to data transformation and Internet presentment, Datawatch Corporation provides solutions that allow organisations to fully integrate and leverage their existing sources of information. Datawatch products are used in more than 20,000 companies, institutions and government agencies worldwide.
Datawatch and its solutions can be found at www.datawatch.com.
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