ITIL 2011 - An Invitation to review and discuss the impact to IT Service Management + SMSG AGM

Monday 24 October 2011
Registration & refreshments from 17:45. The event will be preceded at 18:15 by the SMSG AGM, being announced separately. The main event will commence at 18:30 and will finish by 20:00, followed by wine, finger food and informal networking.

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

The session will focus upon and explore aspects of the recent ITIL 2011 publication. It will include presentations from 4 speakers including ITIL insiders and outside commentators.

Following the presentations we will run a discussion panel where we invite interested parties to forward questions for the panel in advance, but there will be plenty of opportunity to directly participate with the panel on the night.

Please email advance questions to

Speakers and Panellists:

  • Shirley Lacy - Original Service Transition co-author and ITIL 2011 Project Mentor will provide the initial presentation covering the inside perspective.
  • Chris Finden-Browne - SMSG Chair and IBM Distinguished Engineer responsible for mapping 2011 to their current Reference Model will provide his view from a formal process perspective.
  • Brian Scott - SMSG Treasurer and Independent Consultant will provide a practitioner's case study of "on the ground" implementing the updates to the Service Asset and Configuration Management component of his current Integrated Service Management project.
  • Barclay Rae - Independent Management Consultant, prolific ITSM blogger and presenter of itsmTV will provide the outside industry commentator perspective.

All 4 will then engage and discuss with the audience the benefits and issues around the 2011 refresh.

More About the Speakers:

Shirley Lacy, ConnectSphere
Shirley Lacy is Managing Director of ConnectSphere and she specialises in the application of service management best practices to deliver value from IT investments. She leads ConnectSphere's consultancy and ITSM implementation practices.

Shirley is highly regarded within the industry and is an authority on service management practices. Shirley was co-author of the OGC’s ITIL V3 Service Transition publication and project mentor for the ITIL 2011 update. Shirley has significant experience of helping organisations to adopt ITIL practices and to achieve ISO/IEC 20000 certification. She holds the ITIL Expert certificate and is an accredited trainer for ITIL and ISO/IEC 20000.

Shirley is the UK representative on the International Standards groups that develop IT service management and process assessment standards, ISO/IEC 20000, ISO/IEC 15504 and the new ISO/IEC 31000 series. Shirley was co-author of the BSI publications on Achieving ISO/IEC 20000 with Jenny Dugmore.

Shirley is the Vice Chair of the British Computer Society (BCS) Configuration Management Specialist Group

Chris Finden-Browne, IBM
Chris Finden-Browne is an IBM Distinguished Engineer from Global Technology Services. He works in the worldwide team responsible for the development and deployment of IT Management consulting methods and models.

He is the chief architect of the IBM Process Reference Model for IT which documents the building block processes for all aspects of IT (including ITIL) in a formal way.  He is a prominent member of the cross-divisional team of technical leaders which drives a common foundation of concepts and assets for Service Management across IBM products and services.

Chris is Chair of (and a regular presenter at) the Service Management Specialist Group of the British Computer Society.  He has also supported itSMF conferences: the closing keynote address to the itSMF Sweden conference in March 2009; at itSMF Barcelona, in June 2010, he gave the only international presentation.

Brian Scott, Service Management Connect Ltd
Brian is a Service and System Management IT Consultant and Director at Service Management Connect Ltd. He has over 25 years IT and Telecoms experience including 21 years in MoD in various posts in the UK and abroad covering Service and System Management engineering and operations.

An ITIL V3 Expert, ITIL ICT Infrastructure Manager (Orange Book) and ITIL Service Manager (Red Badge) Brian is also an active member of the Configuration Management Specialist Group and Treasurer of the Service Management SG.

He has spent the last 4+ years in industry delivering solutions and implementations for large Managed Service projects. This has included toolsets and process for Configuration Management Systems where he was delivering for ITIL Operations but implementing via Application Management methods.

Barclay Rae, Independent Management Consultant
Barclay Rae is an experienced business consultant in the ITSM world with over 25 years experience on more than 300 major projects. He has worked with industry bodies like HDI/SDI and itSMF as well as running a consulting business (e2e) and recently working with ITSM vendor Axios Systems as global services manager.  The ITSM TV resource is a recent addition to his portfolio - see

Barclay's focus and experience centres on building service definitions and associated systems, particularly in relation to service catalogues, service level agreements and management reporting that can demonstrate business value from IT. He has worked on numerous Service Management projects, from the United Nations, to local government, and from global corporates to SMEs.

Presentation (PDF)
ITIL 2011 (mp3 - 82Mb)