Elissa Fortescue

Senior Consultant

Elissa is an experienced IT Service Management consultant specialising in management and improvement of service operations, service desks and ITSM capabilities to enable clients to realise efficiency and value from their IT investment.

She has experience in government and commercial sector roles across IT service management, project management, business and process analysis and administration.

Expertise

  • IT Service Management improvement and uplift

  • Operational delivery

  • Process analysis and improvement

  • Strategy design

  • Service Design

  • Financial Management

  • Project Management

  • Workshop facilitation

  • Data analysis

  • Training and mentoring

Qualifications

  • ITIL v4 Foundation

  • Prince2 Practitioner

  • Prince2 Foundation

Nationality

  • Australian citizen

Relevant Experience

Very Large Federal Government Agency (10,000+ employees)
Incident Manager, Problem Manager & Service Desk

Elissa provided IT Service Management consulting and improvement services to the Department including reviewing service delivery and defining service models for key services including printing and video conferencing. Elissa was responsible for establishing Service Operations Governance across the IT organisation and uplifted the use of service management data to provide effective input into governance and decision making. In addition, Elissa has been responsible for development of an asset management system using ServiceNow for the management of operational technologies.

Accident prevention technology company
Service Management Specialist, Enterprise Service Management

This customer provides world leading real-time driver fatigue & distraction monitoring and accident prevention technology. Elissa initiated a Digital Strategy to establish an operating model comprising digital processes, allowing customers, partners, staff and stakeholders a seamless, automated, easy to use experience and to be able to scale and support further business growth, optimise efficiency, effectiveness and mitigate risks. Elissa was a subject matter expert for the Enterprise Service Management (ESM) transformation program and implementation of the organisation’s digital strategy.

Large Agency (1001-10,000 employees)
Incident Manager, Problem Manager & Service Desk 2IC
Elissa led the IT Problem and Incident Management Practice as well as the Service Desk 2IC and was responsible for performance of the process including ensuring SLAs were achieved and Incident ticket backlogs were managed effectively. Major Incident Management - initiating ‘bridge’ calls, driving collaboration of resolver teams and ensuring appropriate, post-incident reporting to executives. Management of an improvement program for Incident and Request Management across Service Desk and technical teams. Monitoring and management of customer satisfaction in relation to Incidents and requests. Queue management, rostering and staff management. Training and mentoring of technical and service management staff to ensure adoption and embedding of uplifted processes.