My current research focuses on end-to-end Service Design.  Specifically in my work I study areas such as:

  • Demand Management Strategies with a view of better Capacity and Availability Management
  • Infrastructure Security, including Information Security Management
  • Design for scalability to cater for future growth
  • Business Process design to streamline workflows
  • Service Interface design to ensure better user experiences, including work on mobile and presence technologies
  • Supporting services through Service Desk

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