About Us
GR8 Service Management an award winning IT Management consulting and training organisation specialising in alignment of IT Strategy and business alignment expertise to CIO's and Sr. IT Managers who are struggling to get the level of commitment they need to deliver Quality IT solution
We work with CIO and Sr. IT managers giving them the tools and techniques to align their strategies, vision and mission with that of their business and transform their business relationship and engagement models.
We compliment this with training for their staff in best practice frameworks assisting them to improve the quality of their tactical service delivery and operations.
Founded by Managing Director George Reynolds having worked with many Medium to Large IT departments quickly identified some key problems in the way IT was engaging their business causing huge inefficiencies in the value of the IT departments. As a result, George established an implementation partnership with Peregrine Systems providing the business process engineering and implementation experts. As time moved on George identified the most value they brought to the engagements was not the product expertise but the process and business engagement expertise.
George developed new systems that take IT departments through the journey from an under-valued cost centre always under threat of being considered for outsourcing to a valued partner in their business success, ultimately reaping the rewards of better support and commitment for IT from their business.
GR8 Service Management is not just a one size fits all consultancy, we specialise in the IT aligning your IT strategy to the business Strategy, Establishing better business engagement and relationship models, developing High performing teams, and improving your business processes. However, we leave the technology to you.
GR8 Service Management has been involved in many large IT transformation projects where the organisation either wanted to merge multiple IT support areas into a shared services IT group or have been involved in merging entities where disparate processes and practices need to be merged into a common way of delivering IT to the business. One of those projects was awarded Qld Premiers award for "Best Strong Project"
Along the way, we have seen many organisations outsource their IT to third parties only to find that they were not getting what they expected. The mistakes IT has been making that have led to this are:
- IT Service Catalogue does not clearly communicate the value of IT service aligned to business objectives
- Service level agreements are not clear or in Business language, therefore, there is ambiguity about what level of service performance is available.
- IT Strategies and Plans are not aligned to business objectives and plans.
- IT System solutions are not designed to meet the business performance needs
- Poorly executed IT projects fail to deliver the business value expected.
- IT does not clearly communicate the distinctions between highly secure performing business grade IT solutions to the Privately available commercial IT solutions that are easy to attain and low cost.
- IT organisations, unlike Manufacturing units, do not have well-defined processes resulting in the poor performance against business goals and objectives.
As time has gone on George has developed a framework that when implemented addresses these mistakes and transforms IT departments into highly valued partners in their business success.
♠ ITIL V3 Expert✔IT Business Engagement Specialist✔ Presenter✔ Trainer✔ Business Process Engineer✔Author♠
Career Highlights and Capabilities:
George has a successful track record in delivering service management solutions, including business process, architecture, and solutions.
George has a successful track record developing and implementing Service Management processes and systems aligned to the ITIL ® Service Management Framework.
George has a successfully managed service improvement projects, on time and within budget.
Using the ADKAR Methodology George has a successfully managed the elements of organisational change for business service improvement programs.
Over 15 years’ experience in IT and Business Service Management
Supported large scale hardware & software releases
International Conference Presenter
ITIL Certified “Expert”
Business Process:
Business solution consultant successfully architected the business process solution for a Qld Government shared services ICT network management centre (Public Safety Network Management Centre) for the following:
The management centre governance framework, the breakdown of the IT service management and business management functions that needed to operate within the management centre to both deliver network as a service to its customers and the business administration functions required to successfully manage and run the business and manage its assets.
Developed detailed designs for how each business function would operate using, end to end business processes, detailed procedures, people, technology, management and; governing policies, standards, plans, and agreements.
Business solution consultant successfully architected the business process solution for a Qld Government shared services ICT network management centre (Public Safety Network Management Centre) for the following:
The management centre governance framework, the breakdown of the IT service management and business management functions that needed to operate within the management centre to both deliver network as a service to its customers and the business administration functions required to successfully manage and run the business and manage its assets.
Developed detailed designs for how each business function would operate using, end to end business processes, detailed procedures, people, technology, management and; governing policies, standards, plans, and agreements.
Service Management:
Successfully engineered and implemented multiple instances of the following Service Management processes for various customers:
Incident Management, Problem Management, Change Management, Release Management, Configuration Management, Service Request Management, Customer Relationship Management Issue and complaints Management, Risk Management IT Financial Management and Service Level Management,
Implemented IT Service Continuity Management processes and Disaster Recovery infrastructure for Ergon Energy,
Developed and Implemented Security Logging and Monitoring Framework.
Project Management
Successfully managed the following projects:
ISO 27001 Information Security Management System (ISMS) Development and Certification Readiness
Integrated Network Management System Procurement
IP Address Management System Development and deployment
Vegetation Management System enhancements
Work Scheduling & Job ticketing system development and integration to Artemis project management system,
Wholesale Pricing System enhancements
Service Desk Consolidation
Network Expansion program
IT Business Service Management Consultant
Complete review of Queensland Health IT Service Management system (ServiceCenter) and the service management processes it supported against project defined business requirements and ITIL framework.
Implemented Service management system to meet and improve the way that IT Services are delivered to the individual Coles Myer lines of business.
Managed the merger of 5 disparate IT help desks into 1 virtual service desk for Coles Myer IT Services.
Designed Process and work-flows to move Service Provisioning Requests from paper based systems to an electronically managed system supporting new Service Provisioning Request process for Tattersall’s
Service Management Application Design and Development
Service Management Systems design for Queensland Health.
Design included the integration of Call Management, Incident Management, Change Management, Inventory Configuration Management, and external API Interfaces.
Successful deployed a unified service management solution for Coles Myer Ltd.
Technical Development:
Successful release of EFTPOS to all Point of Sale terminals at Myer Grace Brothers Department Stores throughout Australia.
Successfully tested and upgraded 400 store back office systems to support EFTPOS
Successful Skills handover and Service Desk setup from Caltex Oil to EFTPOS Engineering.
Assessed and contributed to the development of asset tracking and Incident Management application.
Installed and Configured of Automatic Call Distribution (ACD) System.
Developed and documented of processes for managing External Customer Incidents.
Provided training to new call centre staff in initial problem determination.
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