About Your Expert Course Leader

Andrew Hiles
Director
Kingswell International, France

Andrew Hiles, BA, FBCI, MBCS, is a Director of Kingswell International – an international consultancy specialising in delivering service and managing business risk. He has helped hitech financial, transport and government bodies to develop and enhance customer support and service desk functions and has supported both customers and suppliers in service level agreements, market testing, outsourcing and facilities management. Andrew has had IT negotiating responsibility for purchasing and sales spanning some 25 years.

He is a Fellow of the Business Continuity Institute and a Member of the British Computer Society. Andrew was Founder-Chairman of the influential European Information Market (EURIM) group which supports the UK Parliament’s All-Party EURIM Group in handling European legislation. His books on Service Level Management, Help Desk Management and Business Continuity are published by Rothstein Inc. He contributed to Croner’s Guide to IT Purchasing. His software package, “SLA Framework”, has been purchased by leading international companies.

Andrew is a published writer and international speaker on service management. He has presented at Cranfield, Henley, Ashbridge and GEC Management Colleges and at numerous workshops and conferences in Europe, the USA and South America.