Madeleine Townsend

  • Johannesburg ZA-GP
Madeleine Townsend

IT Service and Governance Specialist

Summary

Madeleine is an educator, mentor and consultant with  Foster-Melliar. 

In addition to tutoring many IT Service Management courses annually in South Africa and Africa, she has several years of experience in IT operations gained from assisting large, medium and small South African companies with Service Management.

Besides having authored and co-authored much ITIL courseware and many white papers on IT Service Management, Madeleine has presented several papers at local and international IT conferences on a diverse range of IT Service Management subjects and is a regular speaker at the South African itSMF conference and monthly events.   

As a consultant she has implemented a variety of ITIL processes within organisations and led several IT process assessments and consulting engagements.

Skills

Skills

Security

Security

Accredited Trainer

I am accredited to provide the following courses:

ITIL (All Levels)

COBIT (Foundation)

Kepner-Tregoe Foundation

ISO/IEC 20000 Foundation

Assessments / Audits

Currently accredited with Tudor as a Lead Assessor using the TIPA framework. Completed two TIPA assessments (Mining and Banking Industry) as a Lead Assessor.  

Also assisted the itSMF to create the South African ITIL Capability and Maturity Index. 

Project Management

As an ITIL consultant I have managed several ITIL process implementation projects. Most recently as a Lead Assessor for TIPA it is a requirement to ensure that the project is managed to ensure resource planning, cost management and effective output of several teams working together.

Training & Facilitation

I am passionate about IT Service Management and passionate about helping students understand the nuances of the theory. It is my ongoing goal to ensure students not only pass the exam but also to understand the theory in such a way that they are able to make a difference back in their work place. 

Presenting

Presented at various conferences and forums on IT Service Management (50 to 100 people)

Interpersonal skills

I am comfortable to communicate in one on one situations as well as groups, whether they small, medium or large

Manual / Course design

Developed and co-develop several training materials

Work History

Work History
Feb 2001 - Present

Service & Governance Specialist

Foster-Melliar

Duties include:

  • Taking the Lead Assessor role in TIPA assessments. A Lead Assessor takes on the project manager role for assessment solution
  • Training ITIL Intermediate courses (all)
  • Training ITIL Managing Across the Life-cycle
  • Training ITIL Service Management Foundation (Average of 97% pass rate)
  • Training ITIL Awareness groups 
  • Run Polestar simulations
  • Conduct assessments based on TIPA (Assessing process maturity)
  • Training ISO/IEC 20000 courses
  • Training COBIT 5 Foundation
  • Assisted in the writing of new course material. (Conversion of material to Book 2)
  • Writing of course material version 3
  • Consulting arrangements with various organisations – specializing in SLM, Service Desk, Capacity & Availability  Management as well as Change Management
  • Training and facilitating Microsoft Operations Framework (MOF) courses
  • Training and facilitating outside of South Africa, including Kenya, Nigeria, Zambia, Ethiopia, Zimbabwe & Dubai
  • Presented at various conferences and forums on IT Service Management (50 to 100 people)
Jan 2000 - Jan 2001

Marketing and Administration

PM Tech

Duties included

  • Establishing Service Level Agreements with clients
  • Project Manager of new helpdesk – HP Service Desk
  • Compiling Maintenance contracts for new Customers
  • Writing of manual on product use & functionality
Jun 1998 - Jan 2000

Service Manager

MTN

Duties Included:

  • Managed all changes within IT Department
  • Established problem reporting environment
  • Recorded and managed all IT related problems
  • Arranged and conducted meetings with regards to problems
  • Chaired daily problem management meetings
  • Arranged and chaired customer satisfaction meetings
  • Managed customer satisfaction levels
  • Setting up of Service Level Agreements
  • Chaired and co-ordinated monthly Service meetings
  • Established and managed system uptime levels
  • Kept track of availability figures and initiated quality improvement programs where required.
Oct 1997 - Jun 1998

Change Control Administrator

MTN

Duties Included:

  • Assisted with setting up of new function within department
  • Setting up and establishing change procedures
  • Documenting all change procedures
  • Monitoring of all changes within the department
  • Convene weekly change control meetings
  • Assisted with ISO 9000 certification
Jan 1996 - Sep 1997

Helpdesk Administrator

MTN

Duties Included:

  • Setting up of new help-desk package
  • Administering and maintaining help-desk package
  • First line telephonic support on IT Related queries
  • One on one training with help-desk staff on use and functionality of Helpdesk application
  • Facilitation of Service Satisfaction meetings between users and IT
  • Facilitation of Service identification workshops

Certifications

Certifications
Aug 2015 - Present

Resillia - Cyber Cecurity

Peoplecert
Aug 2015 - Present

Resillia - Cyber Cecurity

Peoplecert
Aug 2015 - Present

Resillia - Cyber Cecurity

Peoplecert
Aug 2015 - Present

Resillia - Cyber Cecurity

Peoplecert
Aug 2015 - Present

Resillia - Cyber Cecurity

Peoplecert
Jan 2014 - 2014

Kepner-Tregoe Foundation

ITPreneurs

Kepner-Tregoe is a critical thinking methodology that gives you the framework to analyse problems, make decisions and plan for the future fast and accurately.

Jan 2013 - 2013

TIPA Lead Assessor

Tudor

As a TIPA Lead Assessor you are qualified to project manage and lead ITIL assessments based on the TIPA methodology 

Jan 2013 - 2013

TIPA Assessor

Tudor

TIPA is an assessment methodology based on ISO/IEC 15504 that is used to assess a company's ITIL process capability.

Jan 2009 - 2009

ITIL Intermediate Certificate: Service operations

ISEB
2009 - Present

ITIL Intermediate Certificate: Service Transition

ISEB
Aug 2006 - Present

ISO/IEC 20000 Consultants Certification

itSMF
Oct 2005 - Present

Practitioners certificate in Service Level Management

ISEB
Jun 2002 - Present

Accredited Course tutor - Course 1737: MOF Essentials

Microsoft
Dec 2001 - Present

Certificate in Information Security Management Principles

ISEB
1998 - Present

Certificate in IT Infrastructure Management

ISEB
2009 - Present

ITIL Intermediate Certificate: Release Control and Validation

Loyalist
2009 - Present

ITIL Intermediate Certificate: Service Offerings and Agreements

Loyalist
2010 - Present

ITIL Intermediate Certificate: Plan, Protect and Optimisation

Loyalist
2009 - Present

ITIL Intermediate Certificate: Continual Service Improvement

Loyalist
2010 - Present

ITIL Intermediate Certificate: Service Strategy

Loyalist
2009 - Present

ITIL Intermediate Certificate: Service Design

Loyalist
2010 - Present

ITIL Managing Across the Lifecycle

Loyalist
2009 - Present

ITIL Intermediate Certificate: Operational Support and Analysis

ISEB
2011 - Present

Certificate in Information Security Management Principles

BCS: The Chartered Institute for IT

Interest

IT Service Management (ITIL)

TIPA

ISO/IEC 20000

ISO/IEC 15504

IT Service Desks

COBIT

Learning and Development

Education

Education
1996 - 2000

BA

UNISA

With Communication and Industrial Psychology as my majors