Understanding the Value of Service Management

Monday 19th September 2005.

Venue: BCS London Offices (PDF)

In the first event organised by the SMSG, held last September, the value of service management and operational best practices was covered by one of the industry leaders, Shirley Lacey, who is also a SMSG committee member. This was followed by a presentation of a case study of the issues involved in implementing service management, by a senior manager in a global financial services organisation.


Shirley Lacy - The Evolution of IT Service Management
Shirley is a recognised industry expert in service management and has participated for many years in the development and production of the ITIL® guidelines and the BS15000 standard. Shirley has extensive experience of helping organisations to implement service management.

Colin Bennet, Ben Park (GAM) - Case Study - "Implementing ICT service management in a global finance organisation"
Colin is the Business Technology Group Manager for Global Asset Management (UK) Ltd, part of the UBS organisation. Colin and Ben covered how they developed a programme to improve service management in a leading financial services organisation. Their talk covered the issues raised during the project(s) and how they managed them, along with the implementation of a service desk and supporting processes.