Event Description
Thursday 18th June 2009 - Hilton Belfast
Continual Service Improvement is a term organisations who have implemented at least some elements of ITIL will have heard many times. We are told that we should implement CSI to maintain our implemented processes and develop them in line with our business requirements. If we don't refine and develop our processes they can become misaligned with our business processes and areas of failure will lead to processes being bypassed.
How many then, have actually taken the steps to understand how and what Continual Service Improvement will do to your ITIL implementation. How can we develop and implement our CSI processes and demonstrate the benefits to our organisations.
This Seminar will explore how the Service Lifecycle and the role CSI plays in the Service Lifecycle in helping to maintain your implemented processes.
Guest Speakers and session topics on the day:
Johanna Beech, Senior Manager for ITIL Service Delivery, BGL Group
BGL Group Ltd is a privately owned company which has undergone substantial growth over the last few years, and is still growing. Founded in 1992 the Group has grown to become one of the largest personal lines insurance brokers in the UK. Having recently joined the company my remit is to promote and implement the ITIL best practise framework to support the businesses strategic goals through delivering services to agreed requirements via pro-active service improvement activities. I have worked within the ITIL framework for the last 10 years, mostly within the Financial sector but also within an IT Outsourcer delivering ITIL best practice support to a wide client base. I am passionate about Service Improvement and I am enjoying the challenges that face me within this company.
Implementing ITIL - where do I begin?.
This presentation will highlight the decisions made (and still being made) regarding which part of and how to implement the ITIL Best Practise framework within a fast growing and entrepreneurial, privately owned company. How can ITIL support the fast pace of change required and support the growth culture of the company?
Simon Dennis, Head of Service Improvement & Satisfaction, UK & Ireland, Fujitsu
Simon’s service delivery history spans more than 20 years, with just over half being in IT. His passion for continual improvement and people development along with his skills as a coach have enabled him to improve the people responsible for delivering the services, as well as the services and processes themselves.
As part of the Implementation and Continual Service Improvement SIG he has attempted to define the culture required to underpin CSI and continues to explore self improvement as a means to service improvement.
Since joining Fujitsu Services Simon has held a variety of service delivery roles where he has been able to influence best practice and develop proactive customer engagement, he is currently Head of Service Improvement working with the community of Service Delivery Managers to further embed CSI into the role.
Outside of work Simon’s activities include being a church warden, the Chair of Governors for a local Primary School, a huge Liverpool FC supporter, and being a married father of two girls aged 8 and 13!
CSI Culture – Living Improvement
Simon introduces the thinking behind the recent White Paper from the Implementation & CSI SIG and takes a look at how models for self improvement can deliver service improvement, driving value and increased customer satisfaction – regardless of the service being delivered. Using examples Simon demonstrates that applying tried and tested approaches to continual self-improvement can easily support the Continual Service Improvement agenda – without the huge overheads that some ‘packaged’ methods require.
Steven Lowman, Continual Improvement Manager, Computacenter (UK) Ltd
Responsible for the design, build & delivery of CI process & tools with the purpose of providing added value to the organisation and Customers. I have worked in three sectors; Travel, Logistics and for the past 7 years IT. A lover of Sport, whether it is painfully following Queens Park Rangers or recently spending time in the West Indies watching Cricket. Married with two excitable dogs namely Bailey the Mini Schnauzer & Gracie the Cocker Spaniel, they keep us very busy.
CSI. A Journey of Pain & Pleasure.
The presentation will provide delegates with a practical example of how Computacenter have evolved Continual Service Improvement. Focused on what has been built, the challenges, successes & looking to the future state.
Stuart Wright, Head of Training, Pro-Attivo
Stuat has been actively involved with the itSMF since 2001, serving on a number of the sub-committees, organising seminars, presenting and reporting on regional meetings. Working for CEC Europe and Hewlett Packard his responsibilities predominately centred on ITIL consultancy and training with a few engagements involving BS 15000 or ISO/IEC 20000. Although head of the training division for Pro-Attivo Stuart is in the enviable position where he spends as much time on ISO/IEC 20000 consulting projects as delivering training.
Derrick Taylor
Derrick joined Stockport Metropolitan Borough Council as an Analyst Programmer, later becoming a Business Analyst. As the ISO/IEC 20000 project gained momentum he volunteered for the Service Improvement Team. Derrick’s additional responsibilities include Documentation Manager, a role designed to co-ordinate and maintain the quality of all ISO/IEC 20000 documents and records.
Onwards and Upwards
Business Services ICT are the internal IT service provider for SMBC. They have an ISO/IEC 20000 project which has them on target to achieve certification later this year. As with most organisations seeking certification, this has to be achieved without impact on the ‘day job’ and in conjunction with the delivery of a number of other projects. The project is being managed through the itSMF ISO/IEC 20000 scheme. Continual service improvement is a fundamental requirement within the ISO/IEC 20000 Standard and as such there must be clear evidence that improvements are being assessed, recorded, prioritized, authorized and bring business benefit. This presentation includes the main drivers behind the project, the approach taken by BS ICT and the lessons we’ve learned. We hope this presentation will help, and encourage, others to review and improve the way they deliver and support their IT services.
Neil Whittington, Principal Consultant, Arturian
Neil Whittington is Principal Consultant of IT and business process solutions provider Arturian. Neil has over 20 years practical experience driving large scale service improvement and change initiatives across Financial Services, Logistics, Manufacturing and Pharmaceutical sectors both in the UK, Europe and USA. Neil is also currently Chair of the itSMF UK CSI & Implementation SIG.
CSI and the Service Lifecycle
The inclusion of CSI as a specific topic in ITIL v3 has brought many questions - when do we implement it? where do we start? how does it interact with the rest of my processes? who's responsibility is it?
This presentation will explore the background and principles of Continual Service Improvement, how it interacts with the Service Lifecycle and outline some pragmatic steps organisations can take to start their implementation.
If you have any queries regarding itSMF events please don’t hesitate to contact the Events Team on +44 (0) 118 918 6500
We look forward to seeing you there.
