My current research focuses on end-to-end Service Design. Specifically in my work I study areas such as:
- Demand Management Strategies with a view of better Capacity and Availability Management
- Infrastructure Security, including Information Security Management
- Design for scalability to cater for future growth
- Business Process design to streamline workflows
- Service Interface design to ensure better user experiences, including work on mobile and presence technologies
- Supporting services through Service Desk
