Monday 9^th November 2009

Stream

The Human Factor

Time

14.20 - 15.00

Title

Presenter

Helen Sussex & Terry Hodge
Logica

About the Presentation

In 2007 Logica identified the need to provide a more focused training programme for its potential and existing service managers. The ITIL training programme had been running for 2 years, but we needed something more. Something that would bridge the gap between understanding and implementing ITIL as a framework of processes and the consistency of delivery, customer and financial management required of our service managers. The result was the Managing Service Operations programme which was launched in 2008. This is the story of how we specified and developed this course, an innovative blend of e-learning and classroom sessions, using only internal staff and their knowledge and experience. It provides insight into the difficulties of defining what a service manager should do and how we can develop and train a range of staff to have the skills needed because ITIL isn't all that we do!

About the Speaker

Helen is currently the Outsourcing Services UK Skills Development and Training Manager, looking after the development needs of about 2,200 staff. She has been in IT for 22 years and has experience as an IT Service Delivery professional from computer operator to technical team manager, Service Desk Manager to MCSE trainer. For the last 7 years she has worked as an ITIL certified Trainer, consultant and examiner. She joined Logica in 2004 to create, accredit and deliver an ITIL training programme, making Logica one of only 2 organisations accredited as an ATO in the UK, but focussing only on internal delivery. In 2007 she took on responsibility for training and development for the OS staff in Logica UK and has been working on strategic developmental programmes ever since.

Terry Hodge is a Senior Service Delivery Manager in Outsourcing Services, Logica. Terry has been working in IT for twenty eight years and has held posts at all levels – from Computer Operator to his current role. He has worked in outsourcing for fifteen years and has managed projects for a diverse range of customers both in the UK and offshore in India and Australia, including utilities companies, central government, the NHS, financial institutions and Logica itself. Currently Terry is working for most of his time on a major NHS project and overseeing a range of UK central Government Projects on an oversight and escalation basis. Terry holds an ITIL Manager certificate and is a member of the British Computer Society.