Charles Eddingfield

Background

About Charles Eddingfield

I lead a talented group of ITSM/ITIL practitioners in our IT Service Management Office. This includes being the ITIL process owner for our current IT Service Management processes as well as the business / technical owner for our ITSM suite of tools. I am responsible for the overall development of our ITSM process and application OKR’s and roadmaps. I am also responsible for the development and management of a multi million dollar hardware and software budget. My team has the responsibility for all reporting out of our ITSM tool, as well as tracking our IT goal metrics. I give regular presentations on our metrics, as well as our ITSM processes to IT management. The SMO consists of four teams: The Service Management Specialists and Service Management Analysts focus on ITIL process execution, and the development and continuous improvement of the company’s IT Service Management processes. Service management metrics and analytics are a key focus of these areas as we continuously work to improve the service we provide to our customers. The Service Request Analysts focus on managing the relationship between the business units and IT. Their main function is Business Relationship Management and working with the business units and the IT groups that support them. The Service Management developers who support and configure our ITSM solution to meet the needs of the IT department and several call centers across the business.