CSI Improved - How the 2011 refresh will benefit IT

Date:
Monday 12 December 2011

Time:
Registration & refreshments from 18:00. The event will commence at 18:30 and will finish by 20:00, followed by wine, finger food and informal networking.

Venue:
BCS, The Davidson Building, 5 Southampton Street, London, WC2E 7HA.
BCS London Offices (PDF)

Speaker:
Vernon Lloyd

Synopsis:
The BCS Service Management Specialist Group continue their programme of events covering ITIL 2011 with an evening event presented by Vernon Lloyd, author of the Continual Service Improvement volume.

In this session Vernon will cover an overview of the ITIL 2011 CSI enhancements and drill down to focus on and discuss identification and prioritization of service improvement opportunities in the areas of organizational structure, technology, process and overall service strategy. He will look at how the 2011 edition covers assessment options and discuss the best way to assess the strengths and weaknesses of IT service provision. He will also discuss the creation and use of the new 2011 CSI register in implementing improvements.

Speaker: Vernon Lloyd FISM

Vernon has been in the IT service industry for nearly 40 years performing a variety of operational and management roles within many organisations, world-wide. He has worked for Fox IT for 20 years and is currently International Client Director.

Vernon has delivered consultancy and training to numerous organisations in the public and private sectors and is recognised globally as an authority within the Service Management industry. He is a popular speaker having addressed numerous major conferences, throughout Europe, the Far East, North America and Latin America. He was a lead author for several ITIL books including Service Design from ITIL v3 and Continual Service Improvement from the 2011 refresh. In ITIL version 2 he was a lead author on Service Delivery, Service Support and Planning to Implement Service Management.

Vernon is a senior examiner on the APMG ITIL Qualifications Group, past director of ITSMF UK and past President of the Institute of IT Service Management.

His contribution to Service Management was recognised by the itSMF, when they presented him with the prestigious “Paul Rappaport” lifetime achievement award and more recently the itSMF honoured him by making him a life vice president.

Presentation (PDF)
CSI Improved (mp3 - 74Mb)