A familiar speaker on the circuit, and well-known to the itSMF community, Ken is the owner of his own Training & Consultancy business, where he draws upon over 30 years of Corporate experience in the IT Service Management arena to bring subjects to life for his audiences.

A 'real-life' story : presentation covers the implementation of an 'operating model' that challenged the way project developments were introduced into 'production' status.

A new 'modus operandi' was adopted that involved specific resources being utilised to ensure that two entities are addressed before 'go-live' ... acceptance and readiness.  

Main Takeaway points:

• Effective & efficient 'transition' requires a cultural change within an organisation
• Operational support must be involved in new project developments from the outset
• The model requires staff with the right skills and attitude to perform the relevant responsibilities

Brian has worked in the IT industry for 35 years. He has a vast amount of experience in delivering ITIL® based Service Management solutions worldwide.

Brian is a qualified ITIL® Service Manager, and project directed Axios Systems becoming the 1st in the world to achieve BS 15000 certification, now ISO/IEC 20000 (the international standard for IT Service Management).

Change Management has been described as a "Dish That should be served warm" . But how do we make sure that it does not give the Business indigestion and does not arrive cold.

In this presentation we will look at Control Processes , Resources and Communication required to ensure Timely and Risk free Changes to Services or Infrastructure components which also provide Continual improvement to the Business.

Main Takeaways:

• Establish repeatable formal control processes
• Involve and clearly communicate with the appropriate people
• Identify, manage and control the risks of failure and disruption across transition activities

I lead a talented team in transitioning flagship DWP IT programmes. I have 20 years of experience through client-facing roles in many countries. I enjoy applying original thinking to improve customer services.

I also represent the Office of Government Commerce Gateway Review Team for high risk IT projects across Government.  

The DWP delivers some of the UK's largest IT programmes; each one presents a unique challenge. Attendees will hear about some of the context and drivers for these IT deliveries and how the Service Transition function approached these to ensure that robust IT services were introduced into the live space.

Main Takeaways:

• The Service Transition role spans the differing motivations of IT Development and Operations. These contrasts can be magnified for large scale IT programmes and delegates will hear about fresh approaches to keep the focus on IT operability.
• Assurance of DWP projects for Service Transition calls for proportionality. Delegates will see how this was implemented and the benefits of doing this.
• This seminar will describe the DWP experience of how the Service Transition remit was institutionalised for IT delivery and the practicalities of how the Service Transition function worked with stakeholders to make operational some of the Departments largest IT projects. We will also look at some of the upcoming improvement initiatives that will address more recent challenges.

Joseph has worked for Cable & Wireless for 5 years starting as a Project & Programme Manager in Customer Transitions, as Head of Operations for Managed Services, a Business Development Principle consultant until moving into his current role as Head of Customer Service Design & Service Transition.

Previously Joseph worked for Aviva for 8 years in IT Service Management.

ITIL, PRINCE2, MSP, CISA

The Presentation will cover the establishment of a Service Design & Service Transition Practice in a Managed Service Provider.

Covering both the trials and tribulations involved with the setup & the Processes now in place which make it a success

Main Takeaways

• Understanding the scope and scale of setting up or revising Service Transition Function
• Structuring a Governance framework
• Understanding and selling the benefits of Service Design & Service Transition