ANDREW HILES

Andrew Hiles is a member of the British Computer Society. He has some 25 years experience in supporting IT operations including responsibility for customer support, business analysis and projects management on behalf of service users and consultancy.  Andrew was founder Chairman of the influential European Information Market (EURIM) group which supports the UK Parliament's All‑Party EURIM Group in handling European legislation impacting I.T.  He is a past Chairman of IBM GUIDE(UK) Operations Management Group and is founder and former Chairman of Survive, the international user group for business continuity professionals. His book Creating a Customer Focused Help Desk (co-authored with  Yvonne Gunn, was published in 2000 and his two books on Service Level Management were updated in 2000. All are published by Rothstein Inc (info@rothstein.com).  Andrew contributed to the authoritative Croner’s Guide to IT Purchasing. His software package, SLA FRAMEWORK™ , has been purchased by leading international companies

After varied responsibilities spanning all IT functions, Andrew moved to the UK Post Office as their first Business Systems Consultant with responsibilities for major projects. Subsequently as Computer Services Manager at Harwell Laboratory he provided commercial bureau services and operational support of supercomputing, mainframe, mid-range and client/server installations which Harwell facility managed. He had Customer Support and Quality Assurance responsibilities for the computing service.

Andrew is a Director of Kingswell International of Consultants. He has helped hi-tech, financial, transport and government bodies to develop programmes for Service Management and Customer Support. Clients have included:

Anglian Water, Arthur Andersen, Avis, BBC, BIS Mackintosh, Boots, British Aerospace, British Gas, British Road Services, BT Syntegra, Cable & Wireless, Central Bank of Nigeria, Clydesdale Bank, Commerzbank, Digital Equipment, Dover Harbour Board, Dow Europe SA (Zurich), Energy Settlements, Exel Logistics, Financial Times, GAK (Netherlands) Gemini Computers, Gemini Consultants, Galileo, Hertz, Hewlett‑Packard, Hilton Hotels, Hong Kong Government, ICI, IBM (MAS), Integrated Services, Intervention Board, Kleinwort Benson,  Legal & General Assurance, McDonnell Douglas, MOD(N), JP Morgan, National Freight  Consortium, National Grid Company, Nortel,  Office of Population Censuses and Surveys,  Paribas, Paston Chase, Philips, Prudential, Rolls‑Royce, Scottish Nuclear, Shell International Petroleum, Southern Electric, StorageTek, The Readers' Digest, Thorn‑EMI, Vertex, Vodafone.

Andrew is a published writer and international speaker on service management and has presented at Cranfield School of Management, Henley College of Management, GEC Management College, Dunchurch and on radio and television.