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Extensive track record in designing, implementing operating new support service delivery models in a global, local, in-house, out-sourced or multi-sourced service provider context. Previously ran the support operations for Baan Customer Service Support with responsibility for Asia Pacific Japan - achieved the best customer satisfaction rating globally. Now bringing to bear the accumulated experience, and consulting to customers in banking, finance, insurance, power utilities, telecommunications, state owned enterprises, health, government and other sectors - to help them achieve their business and IT service management imperatives. Published author, reviewer of ITSM books, part time blogger, tweeter, speaker, writer, presenter on IT Service Management, Lean Management India - and on their intersections. Specialties IT Service Management - Current State Evaluation, Future Options Development, Requirements, SLAs, Vendor Management, Contracts, Service Catalogues, Pricing, Service Desks, Transition, Process Improvement, Business Analysis, Project Management LeanIT - One of the few globally who has very successfully applied Lean Management principles to IT processes Asia Pacific Operations - A true local in the region for organisations wanting to participate in the growing market, or leverage off the cost advantage for service delivery.