Workflows and ITIL Processes Drive Continuous Service Improvement page 1 Betfred is a bookmaker in the United Kingdom, founded by Fred and Peter Done. It was first established as a single shop in Ordsall, Salford, in 1967, and has grown into one of the largest bookmakers in the world, with shops throughout the U.K. and a significant online community. CONNECTING ITIL PROCESSES The IT department at Betfred supports a large operation — more than 1,200 employees split across locations in Wigan, Warrington, and Gibraltar. Up until 2016, they used a SharePoint based system for IT support, but as they grew, they recognized the need to move toward an ITIL framework to create the most efficient service experience. Andrew Eardley-Day is the ITSM Systems Administrator for Betfred, and he explai

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