ANDREW HILES

Andrew Hiles is a member of the British Computer Society and of the Institute for the Management of Information Systems. 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! International, the international user group for business continuity professionals. His first book on Service Level Management was published by Elsevier and his second book on Service Level Agreements is published by Chapman and Hall. He contributed to Croner’s Guide to IT Purchasing. He edited, and was the major contributor to, The Definitive Handbook of Business Continuity Management, published by Wiley, and contributed to the Confederation of British Industry’s Guide to Business Continuity Management. His software packages, SLA FRAMEWORK^TM, and BC FRAMEWORK^TM have been purchased by leading international companies.

Starting his I.T. career with the Royal Air Force in programming and systems, Andrew moved to London Transport in an operational role. Later, in their Central Productivity Unit and subsequently as I.T. Projects Manager and as Manager of the Business Process Re-engineering function, he led several major technical and organisational reviews involving the reorganisation of key functions of London Transport. From there he moved to the Post Office as their first Business Systems Consultant with responsibilities for major projects. Subsequently as Computer Services for the UK Atomic Energy Authority he provided supercomputing, mainframe and midrange bureau and facility management. He also had Customer Support and Quality Assurance responsibilities for the Datacentre.

Andrew is a Director of Kingswell International - an international consultancy specialising in delivering service and managing business risk. He has helped hi-tech, financial, transport and government bodies to develop and enhance their service capability and develop their personnel.

Andrew is a published writer and international speaker on service management. He has presented at Cranfield, Henley, Ashridge and GEC Management Colleges and at numerous conferences in Europe, USA, Southern Africa, the Middle East, Hong Kong, Thailand, the Philippines, Australia and New Zealand. He has broadcast on IT topics on radio and television.