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Online Event – Change Management: Lunch & Learn

9 April, 12:00 pm - 1:30 pm


Join a panel of ITSM professionals from CGI who will share their stories of how they have formed their careers in (or involving) Change Management. With four short stories followed by a Q&A discussion this short lunch session will provide beginners with a great opportunity to learn from experienced Service Management Professionals.


How I cheated Change Management – Chris Kingsbury

As a young employee fresh into a Service Management role, I knew nothing about, I didn’t even know what an Operational Change was. However, being the curious and resourceful character I was I found a way to scam the system, cheat Change Management and turn my job in to a game. With more than 20 years in the information technology industry, Chris ran CGIs GTO Shared Service Configuration Management team for the UK for 10 years. Being part of CGIs Service Advisory team, Chris has been able to use his experience in this area as well as wider Service Management knowledge and experience to provide guidance to clients across multiple sectors and industries.

How I fell into the Change Management approval process – Lisa Scott

Being a Service Delivery Manager (SDM) was a varied role, sometimes not knowing what your day would entail from one to the next. One day I happily agreed to cover a fellow SDM at the Change Advisory Board. The last thing he said to me was ‘Lisa you will be fine, the SDMs do not usually have any input’…  With 26 years’ experience in Information Technology, Lisa has been focussed on identifying clients’ needs and successfully delivering services to them. Lisa has worked across many sectors, healthcare, financial services, oil & gas to name a few. In the second half of her career Lisa turned to focus on Service Management as part of the Business Consulting and Advisory Team has used her experience in Service Management to help clients in their transformation journeys.

How I witnessed the evolution of Change Management – Holly Boyle

Holly will share her experiences from being first introduced to Change Management about 25 years ago, when the process was very simple and entirely paper based. Change Requests were printed on green paper so they could be tracked around the IT department more easily. This evolved to the introduction of electronic changes in an ITSM tool for the first time – no more losing (or hiding!) bits of green paper and the first introduction to building tailored change workflows in a tool. After that came the concept of the eCAB – and the realisation that there was no longer a need for formal bi-weekly meetings to review and approve changes, and that approvals could be done at any time and virtually any place. More recently through ITIL4 there is the progression to Change Enablement and the Change Authority – the concept that all changes are no longer mandated from above and reviewed by the CAB, but rather that everyone is responsible for raising, reviewing, and implementing changes – which results in increases in the cadence and volume of changes, to support more flexible organisations.

How I broke down the Project-Change wall – Aidan Fozard

Project and Service teams can often work in isolation, leading to a “throw it over the wall” culture and finger pointing on both sides. Projects unclear what Service teams need with requirements raised at the last-minute vs Service teams frustrated that Project teams are celebrating while they do not have what they need to run it. This leads to unknown service go live risks, Projects that never end, and Service Teams taking the hit, not to mention unexpected project caused service outages.  For the past 15 years Aidan has been breaking down these walls through the introduction of Project aligned Change Management. By working in harmony with open discussion, timely phased integration into Change Enablement processes and a few basic ground rules on when Changes are required, the pathway can be built to smooth delivery and service transitions.

Delivery Platform

This event will be delivered using Microsoft Teams.

How much does it cost?

This event is FREE for all itSMF UK members.

Please register using the link below and access details will be sent to you 48 hours before the webinar start date.




9 April
12:00 pm - 1:30 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
View Organiser Website