Tuesday 10th November 2009

Stream

Lessons Learned

Time

10.05 - 10.45

Title

Continual Service Improvement comes from within

Presenter

About the Presentation

When faced with the probability of outsourcing their IT, this organisation took the bull by the proverbial horns and demonstrated that it could continue to deliver high levels of service yet still provide the necessary savings. It was going to mean a major cultural upheaval as long-standing silo mentalities would need to work as one - one organisation, one process.

The real battle then became one of winning the hearts and minds of those staff that would make it happen. Richard will discuss how lessons learnt in previous lives allowed some obvious obstacles to be overcome, and how specific nuances to this particular organisation were tackled and have provided significant benefit as the programme progressed.

About the Speaker

Richard Wolstenholme has worked within the Service Management arena for over 10 years, working previously for large Global Blue Chip companies as EMEA Service Support Manager and now as a Consultant with Fox IT.

As a practicing Consultant, Richard not only has considerable experience of the principles within ITIL, but also the practical implications of implementing best practice within IT Service Management. He has managed organisational and cultural change and is experienced in recognising, understanding and overcoming the challenges, which face organisations and managers as they strive to improve their IT Service Delivery. Richard also has considerable experience of undertaking assessments to clients from both the Public and Private sector.