Winning Hearts and Minds

Monday 1 February 2010. Refreshments at 18:00 with talks commencing at 18:30. Finishing around 20:00 followed by wine, finger food and informal networking.

Venue: BCS London Offices (PDF)

Jane Suter

Individual change is at the heart of everything that is achieved in organisations. Once individuals have the motivation to do something different, then the things can really begin to happen. Winning the hearts and minds of your team members, colleagues, senior management and stake holders is key to implementing any initiative. 

Drawing on Hampshire County Council’s experience in gaining and maintaining ISO 20000 accreditation and focussing on the people side of IT Service Management, Jane will share with you what they did to overcome resistance to change, won over the doubters, and how they built and are keeping the momentum going in the face of competing business demands.

The presentation will be a mixture of theory and case study and will explore key topics such as leadership, implementing organisation change and communication within the context of IT Service Management.

About Jane:
Having had a varied career working in the public and private sector alike, Jane was introduced to ITIL and Service Management whilst working as Training Manager for Hampshire County Council's IT department. She soon caught the IT Service Management 'bug' realising the benefits that it could bring to the department. As a result she became Communications and Development manager before taking a leadership role on the initiative to gain ISO20000 accreditation. Currently, Jane is on secondment to Dorset County Council helping with their implementation of SAP as well as advising on their Service Management implementation.

Jane has the Manager’s Certificate in IT Service Management (Red Badge) and is an ISO 9001:2008 Lead Assessor, ISO 20000 Auditor and ISO 20000 Consultant Manager. She has recently been invited to join the EXIN Experts group which means that she will be involved in developing new Service Management qualifications. Jane has also presented at the itSMF UK Conference and at the Service Desk Institute and now chairs the itSMF London and SE Regional forum.

Presentation (PDF)
Winning Hearts and Minds (WMA - 10Mb)