Those of you who know and work with Frontline will undoubtedly know Sean. He has been with the business for 8 years and has worked his way from part time operator to IT manager. Today we are celebrating his achieving an ITIL award.

Sean Bland, Frontl
Sean Bland, Frontline
Sean Bland, Frontline

ITIL (IT Infrastructure Library) is the worldwide de-facto-standard for IT service management. The qualification takes overview of the service Lifecycle, beginning with the identification of customer/user needs and drivers of IT requirements, through to the design and implementation of the service and finally, the monitoring and improvement phase of the service.

At Frontline we have Information and communications technology at the very core of what we do. Every customer service strategy relies, at some stage, on having the technology to provide an answer to a customer’s enquiry or log a call on a customer’s CRM. It is increasingly important that we have a structured and planned approach to on-boarding new clients and ensuring that their technical needs are supported, as well as their customer experience. The move to adopting ITIL principles will help us achieve this.

Sean said that studying for the qualification had given him a real grounding in understanding the complexities of delivering the tools for providing a 24/7 service

“After 3 days of hard work and revision I was able to obtain a Foundation qualification in ITIL. Throughout my course I was getting ideas for how to apply the ITIL teachings to my day to day tasks. On my 1st day back in the office I implemented the RACI matrix for internal stakeholders in order to help with changes to services and I will soon be implementing an external version as well.

“I’m looking forward to enhancing our customer service using the teachings I have learned.” he added.

David Jones, Managing Director at Frontline Communications Group said his accomplishment was particularly impressive as Sean had come to the businesses from a non-IT background

“Sean joined the business at a tender age and it was clear from the off that he was customer centric. His manner and professionalism when dealing with clients was second to none. Over the last two years his personal development has been focused on gaining a deeper understanding of our internal systems and infrastructure – an office move in the middle of that really boosted his learning! – He is in the right place to start looking at how we can deliver better and more consistent results to clients. If you’ve not dealt with Sean, be certain that you’ll be getting to see/hear more from him moving forward!”

Tricia Jones, Organisation And People Development Director, said: “Many congratulations to Sean for his excellent achievement and we hope his success will be an inspiration to others.”