ISEB BH0-001 : IT Service Management Foundation Exam

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Exam Number : BH0-001
Exam Name : IT Service Management Foundation
Vendor Name : ISEB
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Raymond Brown building business systems Director Peter Wiliamson has moved from a mission supervisor function to the top of IT and a board director in four years, assisting set up a brand new tradition of working at the development organisation and main its digital transformation.

identify and job titlePeter Williamson, business techniques Director

How are you influencing the products, journey and features your employer presents to its valued clientele?we are a civil engineering business, our clients range from public our bodies just like the MoD, infrastructure frameworks across Britain's highways, railways, coastal defences, waterways and even airports. We perform work for a wide range of private clients too, we've helped to erect over 300 wind mills for example, and recently we developed an award successful swinging pedestrian bridge in Greenwich. Our clients selected us based upon evidence supplied by the use of very enormous and sophisticated pre-delicate and delicate can charge and quality questionnaires; completion of a couple of hundred of these per year for a wide variety of engineering opportunities depends upon a straightforward to use, meta-data wealthy doc administration device (DMS). we now have correctly carried out a DMS and supporting enterprise techniques that catch facts, documents and pictures vital to our tendering and challenge work. we've successfully interfaced this to Causeway Estimating and AutoCad product suites too. with the aid of cutting back the time taken to supply guidance to valued clientele and through increasing its quality and relevance now we have been capable of exhibit our skills to valued clientele and boost the volume of work that we're in a position to obtain. once we're underway with a undertaking our consumers expect 4 key features: 1. respectable consumer service: holding first rate relationships between our team, the consumer's team and different stakeholders within the mission is never all the time handy when the client demands excessive pace cyber web access on a wind-farm venture half-method up a windy Welsh hill! other communique challenges persist and need to be tackled, however currently introducing Skype for enterprise aligned with a flexible cellular comms procurement strategy has made us a truly collaborative business to work with. 2/3. Predictability of cost & time; no person likes surprises and no person likes paying their bills, but introducing programme administration equipment akin to Asta energy task has helped everybody to keep it up tune with progress. we have provided our web page groups with the means to seize growth on web site the usage of cellular gadgets, drones and collaborative doc work equipment; imbedding these technologies ability that our consumers see us as knowledgeable sincere company with their most suitable interests our optimum priority. 4. first rate necessities of fitness, defense and ambiance administration; I won't have joined Raymond Brown 4 years in the past had I now not been happy with their checklist, but the key to continuous development and reduction of chance is good culture and the means to identify and respond to probably hazardous acts. getting rid of the clipboard and introducing cellular functions similar to IAuditor by the use of pills has tremendously improved the effectiveness of our HSEQ teams; they at the moment are able to spend greater time on compliance and cultural administration and far less time on administrative work.

four. How as CIO have you affected cultural trade and / or behaviour for your employer and to what extent?after I joined Raymond Brown four years in the past it's secure to say that expertise become simply a different word for a excessive-charge overhead. historically there had been little urge for food for expertise enabled enterprise development, but my appointment came about due to a growing to be belief that we may work smarter and obtain greater with much less. In these 4 years I've risen from a assignment supervisor working on small software implementations, via to go of IT and most currently a board director. This evolution in my career is carefully aligned to Raymond Brown's own cultural revolution. by way of investing in powerful deepest and hybrid-cloud applied sciences now we have accelerated the reliability of our carrier provision.  Investing in decent pleasant equipment and market-leading software has encouraged adoption of new technology and has helped me to imbed new tactics and approaches all through every branch within the business. We're directly working in opposition t fitting a lean outfit, able to providing spectacular service to our consumers even as preserving the administrative overhead as little as feasible. Enabling enterprise change via technology has develop into infectious inside Raymond Brown. Admin teams strive to locate smarter ways to work and stretch my groups' enterprise analysis expertise, operational teams have come to are expecting connectivity at any place they go and as soon as they get there! happily, I even have a superb group who all had an opportunity to contribute to our enterprise's IT approach and at all times surprise me with their inventiveness and willingness to head the extra mile.

outline the important thing business consequences that you've delivered over the remaining twelve months and their have an impact on for your organization’s enterprise performance2015/sixteen has been a 12 months of quite dramatic exchange at the Raymond Brown neighborhood; a Demerger has taken place which has seperated the 4 neighborhood co.s into their personal particular person and self sustaining corporations. As a new director without neighborhood Sharholding i was charged with leading the Programme of alternate that has easily and efficiently delivered the demerger. From a expertise point of view, I had many strategic dreams for 2016, the greatest of which was improving connectivity out on our building sites. we've small medium and big websites working from Paddington coach Station to windfarms in Aberdeen and shipyards in Cornwall. The management team on site is minimal, so outdated collaboration between business and operational groups relied on patchy mobile calls, mind-numbinly gradual 3G connections and conventional visits to web page by way of administration by the use of planes, trains and automabiles. through utilising 4G connections and satellite tv for pc features, aligned with smart VPN routing, and by way of working with our software suppliers we now have produced an out of the box solution for our building websites at any place they're. Spend on travel is down, decision time on web page queries has decreased dramatically and our whole group of workers feels a lot more related as a company. With that groundwork in region, in 2016 we are able to work on using via efficiencies in procurement tactics and may implement an intranet to be able to promote collaboration amongst our team of workers even more.

Describe how you have used organisational and third celebration information to give perception that has benefited your agency, its customers and products or servicesCIO each day emails, building Computing magazine and online resources similar to TED offer enjoyable articles the entire time. I attended a CIO seminar in Oxfordshire in 2015 and it become very well time spent. I also dependent a expertise forum for the Institute of Quarrying (of which i am an expert member), this discussion board became dependent at my request and with the blessing of the chairman and president of the institute. It gives a forum during which individuals working in the quarrying business throughout the world can share expertise insights and ask for assist with problems.  2015 changed into enormous for my enterprise because it became the primary time we started to experience cyber-fraud makes an attempt on a big scale. I discovered articles in CIO, Lloyds bank's materials and articles picked up on LinkedIn gave me some really decent information, suggestions which I equipment up into familiar bulletins and training periods for all key group of workers in my company.

Describe how you organise and operate IT and the way this aligns readily with business method and operationsA massive a part of my role is the facilitation of our countrywide and regional suggestions right through the enterprise. We focus on what's high prioirity and what's possible and overview growth quarterly.  The IT group I control is a mix of full-time help and speciailist contractors, with programme administration and complicated company analysis falling to me. With my seat on the board of the company i am able to ensure that the IT team are all the time proposing the ideal provider to the enterprise and that their prioirities are alligned to the strategic goals of the business as an entire.

Describe your function within the building of digital approach to your organisationI'm leading the digital transformation at Raymond Brown. every sub-enterprise has strategic ambitions that involve smarter collection and use of information, statistics that makes us an improved enterprise to work with and for and records that allows for us to take into account and measureour environmental and fitness & Saftey performance some distance more advantageous than become ever practicable.

Describe how you use and promote expertise to redecorate the strategies, functions and organisational buildings of your enterprise to permit it to become extra effective and customer-focusedI now believe that Raymond Brown is a company that feels confident in making an attempt to locate technological solutions to supply technique efficiencies during the business. In 2015 we concentrated on getting everybody related and making certain they're secure. In 2016, we keep or vigilence, however shall impliment finance and procurement techniques that will radically change how we purchase, subcontract and pay for goods and sevices. additionally, our administration reporting could be simply as granualr as we insist upon now, however devoid of endless time-drinking spreadsheets and out-moded manual working practices.

How do you interact always with your employer (e.g. by means of a blog/seminars/publication and many others.) about your crew and the function of know-how within the corporation and what have an effect on is that this having?We use Mailchimp to distribute a month-to-month E:Bulletin of company information; I all the time make certain that there may be at least one know-how themed or IT team story each month. When important alterations take place or a particulalry nasty virus/cyber-chance begins to seem on our community then we use e-mail distribution organizations. We use Survey Monkey regularly to gauge opinion on a lot of services e.g. mobile phones. within the near-future we will put into effect an internet-based intranet that we can also use to share advice.

How do you employ social networks to have interaction in conversations throughout the trade in regards to the alternatives and challenges know-how is growing?We do not yet, however our upcoming web-based mostly intranet could have the seem to be and suppose of a social network.

How do you deliver the organization collectively to explore and talk about technology and its challenges and to increase more suitable alignment of the expertise characteristic with the total business?My latest appointment to the administration board places technology on the desirable agenda, this is filtering right down to our divisional businesses as individuals realize there is price range and aid to carry tasks and initiatives that Strengthen processes or permit us to obtain new issues. as the BIM initiative comes into drive in the UK this will become ever greater essential for civil-contracting organizations such as ours.

Describe how you keep up up to now with traits in technology and IT administration e.g horizon scanning, expertise method workshops, involvement in industry events and bodiesCIO bulletins and seminars are first rate, although I hope there were more outside of London! I've established a expertise working-community within the Institute of Quarrying to support those of us who're individuals (30,000+ internationally) and whom work in a expertise function to discuss typical challenges and share most reliable observe. I discover social Networks corresponding to LinkedIn and Twitter very constructive sources of info too.

deliver an instance of the way you have developed the variety and enhanced the tradition of your teamThe RB IT crew has expanded quite a but in fresh years. every time a brand new recruit has been required I have tried to make sure that we have been as inclusive as viable in our brief-lists.  Unfortunatley; having had 200+ CVs throughout my desk in the past three years I even have had only one from a woman. Most recently I feared that the aggregate of development and IT supposed that female applicants have been being put off, so I approached a number of of my friends in prominant STEM positions and asked them to evaluate my job-adverts. they all welcomed and applauded my strategy and were competent aid me to tweak the wording just a little, but regrettably, most recently, it become to no avail, nonetheless no female applicants. I shall persevere youngsters!

A key cultural trade I've needed to work on within my group recently is that of responsibiliity with respect to health and safety. With a commitment (desribed in previous questions) to getting everybody connected to the WAN anywhere they are, my assist group ought to attend busy consruction websites, so their H&S performance and attitudes have to be precise-notch. I've used construction abilities Certification Scheme (CSCS) to be certain they're accurately papered too.

inform us the way you have developed your personal management, leadership and personal abilities, perhaps via mentoring, working towards or exterior activitiesI was lucky enought to be a part of a graduate training scheme after I graduated in 2002; I joined a multi-country wide Quarrying company referred to as Hanson and they put me via a structured "apprenticeship" of operational administration. This involved close mentoring, lecture room activities, a couple of skilled exams with the institute of Quarrying and the probability to work in lots of operational websites throughout the united kingdom. Following that I joined their IT team and travelled significantly both right through the uk and internationally. Having met and managed and been mentored with the aid of such a big range of individuals from differnet cultures and expert backgrounds I consider I even have a wealth of administration adventure to draw upon that is way in boost of most people in my peer group. i'm fortunate to have married a person who has not complained when we have now moved apartment (5 instances in 12 years!), so having a cheerful and suit homelife helps incredibly. in additional fresh years I even have undertaken and done the PRINCE 2 and Managing Successfull Programmes practioner certificates and i have completed some enterprise necessities Engineering modules with ISEB. In 2016 I intend to complete the gap negotiation direction. For me, there is no more advantageous professional fulfillment than assisting a colleague or team memeber to set and obtain own goals. I regulalry evaluate efficiency and practising necessities with my group and i at all times ask them to be engaged on something that provides expert building beyond that which they are at the moment tasked with (for whichI make satisfactory work time).

Are you investigating, tracking or experimenting with: desktop studying / artificial Intelligence; records Analytics; NoSQL; wearable expertise; business Apps; cyber web of issues; Automation and Robotics;  3D Printing; the Sharing financial system; anything?we are investigating the use of Drone expertise to survey our development sites as a way to song progress and provides correct tiers of size on key facets of the build.

How do you come to a decision where to practice the most effective technological approach – e.g. from consuming services from the cloud or on-premise products through to spinning up in-house development teams for bespoke work?We employ a number of professional contractors whom we work intently with to ensure we're driving on  the success wave of alternative equivalent agencies. I don't like to be the first to are attempting something, I choose to use professional tried-and-depended on applied sciences. the place we now have a necessity for something that can't be procured although, we use our own in-house talents and enginuity to enhance new methods. In fresh months that has concerned building bespoke interfaces between monetary and entrance-conclusion functions to deliver real-time credit-limits and a 4G routing sevice that helps our teams in the container to remain linked to our crucial WAN capabilities.

Do you supply your self and your group time each and every month to check or learn about expertise carriers outdoor of the established providers?fully! or not it's so important that my crew have the time and probability to discover new applied sciences, both via attnding trade-routine or reading periodicals. a huge volume of their job satisfation is derived from their freedom to explore new technologies and work out techniques wherein they can assist to increase their enterprise through implementation.

Describe your sourcing strategy and your strategic suppliersConstruction is reasonably a narrow field for technology, we used well centered carriers anyplace posible to ensure that the inputs we make to consruction designs and the outputs derived are of a comon ordinary that enables collaboration throughout the deliver chain.

What strategic know-how offers have been struck and with whom? What uniquely do they deliver?I even have committed our internet service provision to Eclipse, a Tier 1 provider; they have certainly not let us down and supply stunning carrier at a fine price. I actually have a native infrastrcture and networking partner (infosysco) with whom i can count 24/7 to be sure we're always equipped for business and i have engaged a local telecoms engineering business (SBC) to supply cabling and telecoms functions during our enterprise (incluiding managing our cellphone contracts); we are SBC's largest client so they make certain our provider is always respectable.

How do you rate the following as sources of imaginitive technology suppliers:Analyst homes - on occasion useConsultants - frequently useCIO friends - once in a while useIndustry physique - occasionally useMedia - often use

Has your organization detected a cyber intrusion within the last twelve months?sure

How is cyber-security led and discussed by way of senior management?as a result of contemporary attempts at Cyber fraud that used director's names to add authenticity i'm lucky to have the backing of all of the Excecutive Board in ensuring that Cyber protection is treated seriously and that we have the relevant equipment and resources in region to aid us reside relaxed but functional. safety danger notices distributed through electronic mail are discussed at regional management meetings. body of workers who's on-line behaviour the usage of work contraptions creates a threat or who lack vigilance online are spoken to and, if neccessary, disciplined based on our company methods and IT policy.

When did you delivery your existing position?November 2015

what's your reporting line?CEO

Are you a member of the board of administrators?yes

what's the annual IT funds?£650K

How lots of your IT price range is capital and the way a lot profits?£150K Capital every year, £500k salary

what percentage of your funds is spent on:IT operational spend ("keeping the lights on") - 85%New trends (innovation) - 15%

What number of clients does your branch deliver features to?300

Are you discovering it problematic to recruit the skill you should force transformation?No

Has recruitment and retention risen up your agenda as a CIO?sure

Does your IT organization function an apprenticeship scheme?sure

how many employees are there in your IT team?5 direct, several contractors

Are you increasing your headcount to bring capabilities and the means to react to needs in-condo?sure

what is the break up between in-residence/outsourced team of workers?50:50

region: one hundred sixty Christchurch street, Ringwood, Hampshire, uk

business: building and Engineering industry

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