Dowling Consulting
05-11-2008 
Glenn is now working as a senior consultant with Dowling Consulting


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  Glenn Schwarz

Professional Profile

Glenn brings together 18 years experience in the IT industry and his detailed knowledge of Service Management to offer industry and government high level consultancy, Project Management and the implementation of Service Management solutions.

Glenn commenced his ITIL journey in 2000 when he completed his Foundation Certification with Pink Roccade. He then applied this knowledge to deliver "world's best practice" Service Management to the NT Government through their Electronic Messaging and Groupware service. This service was benchmarked as "world's best practice" by Osterman Research in the US who is regarded as one of the leading authorities on electronic messaging services globally.

Continuing his study in Service Management Glenn completed his ITIL Management Certification in 2004 with Itilics in Melbourne.

More recently Glenn embarked on an ambitious project to implement ITIL Service Management to Editure's Education Software Services division. This process was complicated by the recent acquisition and merging of two companies which required the Service Management process to assist and facilitate the integration of the two organisations while bringing about the required Service Management changes. Bringing together Infrastructure and Application Management and then dealing with the associated integration issues Glenn succeeded in developing detailed processes to facilitate Release and Change Management disciplines through both the Application Development and Service Management Divisions. The bringing together of Application Management and Service Management through a Service Life Cycle approach and the removal of functional and process orientated silos is something that is now highlighted in ITIL V3.
In January 2008 Glenn joined other consultants around the world to be amongst the first to complete his V3 bridging and achieve V3 certification. He is now qualified as an ITIL V3 Expert (V2 Manager equivalent).

Glenn is a regular speaker at industry groups including the South Australian, Victorian and Western Australian ITSMF branch events and the National ITSMF conferences.