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Tuesday 10th November 2009 |
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Stream |
Lessons Learned |
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Time |
13.45 - 1425 |
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Title |
ISO20000 in a small IT team - the Sandwell Homes story |
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Presenter |
Ken Holmes, Richard Griffiths
Public IT Ltd |
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About the Presentation |
Sandwell Homes have an IT team of 15 and have recently implemented an interesting "rollercoaster" of a service improvement project leading to ISO20000.
There have been many lessons along the way and want to help you avoid making the same mistakes they did!
They will be illustrating these lessons with examples from the project, many of which should strike a chord with the audience. |
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About the Speaker |
Richard Griffiths - User Support Team Leader
Richard has worked for Sandwell Homes for 10 years and is responsible for providing support to around 1000 users based at 30 sites. His Service management Background is based around ITIL V2 but his focus has moved to ISO 20000 in the last year. He likes hats and now has a large collection including Change Manager, Configuration Manager and Incident Manager, whilst wearing these various hats he likes to juggle managing a ServiceDesk of 4 people along with the Service Improvement Strategy.
Ken Holmes - Independent IT Service Improvement Consultant
Ken is a certified ISO20000 Consultant and ITIL Manager who specialises in helping small IT teams improve their service using ISO20000 as a guideline. He has worked with Sandwell Homes full-time for 9 months and has been closely involved in the implementation. |
