Don Page
Strategic Director of Service Management @Marval Software
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WORK HISTORY
Strategic Director of Service Management @Marval Software
As head of ITSM strategy, I strongly believe regularly going “Back to basics/fundamental principles is a key element to success. It’s something I learnt from my many years in Martial Arts, or in rugby practicing the basics, whether it’s; passing, catching, tackling, being committed at the breakdown or in ITSM, keeping customers informed”. The basics need embedding in the culture and commitment of the teams.When starting a project I would arrange “Service Re-orientation” workshops, if a number of teams are involved, the key element to embrace an integrated approach is to focus on the creation of a “Hybrid solution”, this involves identifying what the various teams do really well, as their buy in and support is essential for success. However sometimes I believe that some straight talking and honesty is all that is required. Documents are written in \'plain English\', no jargon and any business outcomes defined are reportable.Rather than focusing on IT alone. I will discuss other areas of the business requiring service and support that could benefit by adopting an ITSM solution using Marval MSM. Our customers tell us that we are highly supportive and collaborative and help them in their own drive to deliver excellent customer service through People, Process and Technology. This may sound like we have swallowed a text book but we are passionate that it\'s all about helping people to do their jobs well in a cost effective way, or as I say, delivering business services “Faster, Better, Cheaper”.
EDUCATION
University of Northampton
Doctor of Philosophy (Ph.D.), IT Service Management
SKILLS
ABOUT DON PAGE
Co-founder and Strategic Director of IT Service Management (ITSM) for Marval Group, an award-winning, UK-headquartered company with customers and operations around the globe.A straight talking, pragmatic and globally respected industry figure. Affectionately known as the \"Godfather of ITIL”, I am one of few people to have received the International itSMF Lifetime Achievement Award.Since its infancy I have helped to formalize and professionalize ITSM, including co-authoring- ITIL ® (Global ITSM good practice guidance)- ISO/IEC (Global ITSM standard)- BS (British ITSM Standard)- Service Desk Institute Good Practice Guidance- World\'s first MSc in ITSM (University of Northampton)I am a passionate advocate of ITSM, its value, and benefits. I see it as a critical part of operational excellence. I believe choosing the right ITSM tool is a business decision and not a technical one. It\'s about culture, service excellence and people supported by intuitive, easy to use and innovative technology.I work with high profile organizations to achieve successful business outcomes. I have been most proud of our customers winning an unprecedented 30 ITSM, customer service, technology, innovation and project of the Year Awards.I author, support and train customers using our own integrated IT Service management software solution (MSM) using my deep knowledge and experience of ITSM process and their practical application.Projects I am are proud of include- Consolidate and standardize multiple NHS locations, using ITIL and MSM as an integrated solution to improve performance, reduce costs and demonstrate value- Using MSM and ITIL with an agile approach to support the largest Scouting and Guiding event to take place in for 50 years- Helping customers attain ISO/IEC ISO 27001 accreditation.
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