Karen Falconer

Monday 9^th November 2009

Stream

Lessons Learned

Time

11.30 - 12.10

Title

Presenter

Karen Falconer &
Shez Rawsthorne-Houghton
Independent Consultants

About the Presentation

Service Transition Management is a key function for any sized organisation. It bridges the gap between Development and Live Support. There are still many organisations who have not formalised this role, nor been able to build an effective business case to justify it's existence. This presentation will explain how to establish the function, provide valuable insight into the benefits and pitfalls to look out for, and importantly provide some tangible and intangible benefits (with calculations) to help you prove the business case and demonstrate real ROI.

About the Speakers

Karen Falconer
Karen is a fully qualified and experienced IT Manager with a varied career both in the end user and vendor communities. Karen combines ITIL knowledge with e2e Development Lifecycle experience and technical skills gained from supporting and implementing Enterprise Application systems. Karen has established Service Transition Management for a diverse number of organisations over the years and believes that if established correctly can act as a catalyst for other key ITIL processes to follow. Karen is passionate about people and maximising the value of implementing ITIL and team working. Karen is well known in the itSMF circuit as a presenter, author and member of the management board and committees.

Shez Rawthorne-Houghton Shez was the first female Principal Engineer and global Chief Technologist in Sun Microsystems. She is an enthusiastic and highly committed individual with considerable experience and strong technical and leadership abilities. She possesses an unusually broad range of I.T. skills with extensive experience; project and programme management on £100m plus portfolios, global strategy & BPO experience, service management, operations management, technical roles, quality management, service development. She was responsible for creating and driving the global portfolio strategy and alignment to the overall business direction. She provided thought leadership and the strategy for the evolution and development of the Managed Services (MS) Business. Shez has developed an ROI benefits realisation framework based on her considerable commercial experience.