Charles Fraser Freelance IT Service Excellence Consultant

Why use me?

So why use me – why not do this for yourself?

You might be wondering why you would want to hire an expensive (☺) freelance IT Service Management Consultant like me when you have a department full of people with ITIL qualifications.

Well I would suggest a few reasons why I might be a better option than using an in-house resource:.

First - experience. I have been involved in many Service Management initiatives in multiple organisations (no two are ever the same!). I have a wealth of experience, and I have got to know what works and what does not work (this is especially important when it comes to using ITIL!). I also have a good understanding of the pitfalls and problems that are likely to be encountered – and how to get around them. .

This is not the sort of your experience you would normally find in your typical in-house IT Manager (no matter how many ITIL qualifications they have).

Secondly – availability. Generally your in-house Managers are fully occupied managing vital BAU activities. You need to use external resources to get things done within reasonable timescales. .

Third – fresh pair of eyes. One of the most important things that has to happen before you can improve is to question and challenge; to question and challenge existing working practices; to question and challenge the ways things are done, why they are done, how and when they are done etc. It is very difficult to do this if you are part of the existing organisation. I have no vested interests in the existing structure or operational practices. I can look at things with a fresh pair of eyes and can challenge and question openly. This is a real advantage.

So – why use mean and not another Consultant?

Simple – because I am better! Quite simply I am more effective than other consultants…I deliver more…I make a real difference. Unlike most IT Service Management consultants (who have simply passed a few ITIL examinations) I have a real understanding of how to apply Service Management principles and practices in the real world. I know what works, and what does not work (this is especially useful when it comes to ITIL!).

But I am also far more than simply an 'ITIL consultant'. My expertise extends to the practical application of Lean and Six Sigma principles and practices to IT Service Management, ISO20000, and frameworks such as COBIT, eTOM, etc. It is the breadth and depth of my knowledge coupled with my extensive senior IT operational management experience (another thing that makes me different from other ITSM consultants) that makes me particularly effective as a consultant in this field.

I have also been doing this for quite some time, and I am very good at it!

If you want to know more about what I do then please do not hesitate to contact me at

Many thanks Charles Fraser