When did the ITIL accreditation process begin for British Transport Police?
We first started looking at ITIL in March 2005. I joined in September 2004, had to sort out the future budget process and reorganise the staff into a manageable structure, principally to deliver a complete technology infrastructure refresh. Then the focus could shift to instilling a service management culture through the adoption of ITIL principals. Prior to ITIL, how would you describe the culture of doing things? Helpdesk for those that didn’t have the phone number of a support engineer, a lot of corridor calls and a traditional first and second line approach. A lot of things were missed if support staff forgot the corridor request. There was a bit of a Millwall mentality – no one likes us and we don’t care!
