Iain Black

Global Solution Owner @IFS

Staines-upon-Thames, GB

Championing the design and execution of comprehensive service capability frameworks, focusing on full lifecycle management and delivering innovative, cross-functional services based on diverse data insights. Spearhead the adoption of ServiceNow, championing best practice adherence and maximising out-of-the-box capabilities, while ensuring alignment with ITIL standards. Delivering ServiceNow CSM and ITSM MVP to the business, unveiling functionalities like Case, Incident, Request, and Problem management. Effectively coordinating 800 user stories, ensuring all critical items were addressed, and a clear roadmap for subsequent tasks was in place. Managed the migration of customers and associated cases from a legacy in-house ticketing system. Shaping and prioritising the solution backlog for ServiceNow, amalgamating demands from departments including R&D, Operations, Service Portfolio, and Technology. Instituted a centralised demand funnel for ServiceNow, streamlining all change requests through a unified gateway. This initiative enabled the business to assess, discern dependencies, and hone in on essential priorities more efficiently and provide a single central view of all change. Pioneered the introduction of the WSJF (Weighted Shortest Job First) methodology, recalibrating work prioritisation to align with both business value and effort. Building and running a ServiceNow Centre of Excellence team, their mandate is to grasp business requirements, refine these into actionable backlog items, and conduct quality assurance prior to their release, ensuring alignment with business objectives. Incorporated rigorous Quality Assurance processes within the development lifecycle, elevating the standard of change deliverables. Nurture and manage the relationship with the IT department, ensuring that all changes are not only timely but also meet the desired quality standards.

Newbury College

Computer Science