Charles Fraser Freelance IT Service Excellence Consultant

Charles Fraser - IT Service Improvement

Hello and welcome to my web site. My name is Charles Fraser and I am a freelance IT Service Management Consultant.

The purpose of this web site is to introduce me, and to provide a 'shop window' for the services that I provide.

I am a highly experienced IT Service Management Consultant, with over 25 years of consultancy and senior IT operational management experience.

I have undertaken a wide variety of IT Service Management consultancy assignments for organisations such as the European Commission (Belgium), Telkom (South Africa), Cathay Pacific (Hong Kong), HP (Philippines), Singtel (Singapore), the European Southern Observatory (Germany and Chile), DHL (Ireland), WH Smith, Vodafone and the London Stock Exchange (all UK).

My core skills include; ITIL; ISO20000; COBIT; SIAM; TIPA; Lean (for IT Service Management); eTOM ; BPMN.

I hold the highest levels of ITIL and ISO20000 qualifications, am a very experienced and fully accredited ISO20000 Lead Auditor, ITIL instructor and TIPA (IT process maturity assessment) Lead Assessor. I am also experienced in helping organisations to define and implement SIAM based operating models.

My areas of particular expertise include:

  • Undertaking ITIL process maturity / effectiveness assessments that provide an objective measurement of the maturity, performance and effectiveness of your key ITIL processes (these assessments are often undertaken using the TIPA framework)
  • Helping organisations to understand and use ITIL effectively
  • Helping organisations to achieve ISO20000 certification (including undertaking ISO20000 audits and gap assessments)
  • Helping organisations to develop and then implement highly effective ITIL and ISO20000 conformant Service operational models – including policies, plans, processes, procedures, documentation, with associated staffing and resource models
  • Helping organisations to transform their effectiveness as an IT Service Provider by getting them to understand and measure service performance and quality from the user perspective (the 'outside in' approach)
  • Helping organisations to build a Service Integration and Management (SIAM) operating model in order to enable the transition from a traditional single supplier outsource approach to a multi-sourced / service tower based approach
  • Developing IT Service Catalogues, Service & Operational Level Agreements
  • Using my knowledge of process development and optimisation techniques such as BPMN, Lean and Value Stream Mapping to develop and implement effective ITIL and / or eTOM based operational processes
  • Using principles and practices from Lean and Six Sigma to help improve the effectiveness and efficiently of IT operational models

If you want to know more about me and the services that I offer then please do not hesitate to contact me on either +44 (0) 7807 465289 or

Many thanks Charles Fraser