Charles Fraser Freelance IT Service Excellence Consultant

Charles Fraser - Publications

Over the years I have written a few articles / white papers, and these are listed below. If you would like a copy of any of the publications listed below simply e-mail me at

• LEAN for IT Service Management
• Green IT – Best Practice workbook
• Why Service targets lead to poorer performance
• ITIL and the failure of the Inside Out Support Model
• Process maturity assessments – the why and how
• TIPA explained
• How to build your own ISO20000 gap assessment framework
• ISO20000 briefing document
• Problem Management – detailed process design
• 5 tips for effective Problem Management
• 5 tips for better Service Level Agreements
• 5 tips for improving the performance of your Service Desk and Incident Management process
• 5 tips to make ITIL work for you
• 5 tips for building a Service Catalogue
• 5 tips for better Change Management
• 5 tips for developing ITIL processes
• 5 tips on ISO20000