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IT Service Management – the latest update and best practice

BSI Conference and Masterclass

IT Service Management – the latest update and best practice

13-14 October 2011
Dexter House No.2 Royal Mint Court, London, EC3N 4QN

Understand the key touch-points between ITIL and ISO/IEC 20000-1; so you can use the widely-adopted international standard as a management framework to improve IT service delivery using better measurement and control

The international standard for IT service management, ISO/IEC 20000-1 has now been changed to help users.

Changes include; closer alignment with ITILv3, more consistency with management system standards such as ISO 9001 and more control over suppliers.

British Standards Institution (BSI), originator of the first standard for IT service management will be bringing together IT service management experts, including the people who wrote ISO/IEC 20000-1 who will be:

  • Helping you to understand the new touch points between ISO/IEC 20000-1 and methodologies such as ITIL so you can take advantage of these more easily
  • Explaining the impact this will have on current IT service management methods, so you know what you may or may not need to change
  • Providing first-hand practical tips on how to use ISO/IEC 20000-1 and avoid the common pitfalls, saving you wasting time and money
  • Helping you learn from, and improve on organizations' challenges and successes implementing IT service management best practice with real life examples
  • Giving you the latest on the ITIL update project from ITIL Update Project Mentor, Shirley Lacy

Speakers include:

  • Lynda Cooper, Director, Service 20000 Ltd
  • Dr Jenny Dugmore, Director, Service Matters
  • Phil Hearsum, ITSM Portfolio Manager, Office of Government Commerce
  • Shirley Lacy, Director, ConnectSphere
  • Steve Morgan, Principal Advisor, CIO Advisory, KPMG LLP
  • James Finister, EMEA Competency Lead – Service Governance, Integration & Management , TATA Consultancy Services.

    Who should attend?

    The conference is designed for IT professionals who are interested in building and managing a business focused IT organization and those seeking to understand why and how to implement the standard including:

    • IT Directors
    • IT Service and Support Managers
    • IT Delivery Managers
    • Service Desk Managers
    • Compliance Managers
    • IT Infrastructure Managers
    • Process Owners
    • Senior Support Analysts
    • Business Development Managers
    • Quality Managers and Service Level Managers
    • Project/Program Directors and Managers
    • IT Auditors, IT Consultants
    • IT Suppliers/Vendors.

    Conference Agenda - 13 October 2011

    9:30 – 9:40 Chairman’s introduction

    John Dixon, Research Director, Business Process Management, Gartner

    9:40 - 10:05 Keynote
    IT Service Management – how to get it right

    • Establishing the business drivers and expected benefits
    • Tips and common pitfalls
    • Why governance structure matters?

    Steve Morgan, Principal Advisor, CIO Advisory, KPMG LLP

    10:05 – 10:30 Transformation – Practical survival tactics

    • Useful tips for anyone involved in transformation initiatives and driving business change
    • The difference and interaction between Transformation and Continual Improvement
    • A tried and tested transformation approach which you can use.

    Matthew Burrows, Managing Director, BSMimpact; Lead for the Global priSM Institute Advisory Committee; Management Board member for itSMF UK; President of the Institute of Service Management; Member of the SFIA Council

    10:30 – 10:55 People in process: balancing compliance and irrationality

    • Identifying obstacles and ability to innovate
    • How to improve performance and achieve desirable goals
    • Empowering people to take ownership of the service and processes
    • The importance of motivation.

    Martin Neville, Head of Service Management, Audit Commission

    10:55 – 11:05  Questions and answers

    11:05 – 11:20 Morning tea and coffee

    11:20 - 11:45 BS ISO/IEC 20000-1:2011 – delivering effective IT services

    • Scope and explanation of the standard
    • Why revise the standard and what are the differences?
    • How the standard can benefit you.

    Dr Jenny Dugmore, Director, Service Matters

    11:45 – 12:10 Defining the scope for certification in the varied world of IT services - simple, complex, cloud

    • Achieving certification to ISO/IEC 20000-1 - a small scope or large?
    • Requirements for scope definition
    • Governance of processes operated by other parties
    • Part 3 guidance, example techniques and scenarios.

    Lynda Cooper, Director, Service 20000 Ltd

    12:10 – 12:35 ITIL – where it is now

    • ITIL – why it is relevant
    • The adapt and adopt methodology
    • A link between ITIL and ISO/IEC 20000.

    Phil Hearsum, ITSM Portfolio Manager at Office of Government Commerce, Efficiency and Reform Group, Cabinet Office

    12:35 – 12:45 Questions & Answers

    12:45 – 13:45 Lunch

    13:45 – 14:10 ITIL Update as Best Management practice

    • About the ITIL update project
    • Impact on the publications
    • Benefits to ITIL users.

    Shirley Lacy, Director, ConnectSphere, ITIL Update Project Mentor

    14:10 – 14:45 ITIL & ISO/IEC 20000 – Have your say

    • Interactive table discussion.

    14:45 – 15:00 Afternoon coffee

    15:00 – 15:25  Case study - How to industrialise ISO/IEC 20000 to drive service excellence

    • The benefits of industrialisation
    • The culture  of industrialisation
    • The industrialisation paradox – Think Global, Act Local
    • Tools, teams & memes
    • A foundation for excellence.

    James Finister, EMEA Competency Lead – Service Governance, Integration & Management, TATA Consultancy Services

    15:25 – 16:05 Applying BS ISO/IEC 20000-1 and ITIL

    • Understanding customers and their business environment
    • ITIL – changing heart and minds
    • How ITIL and 20K work together.

    Case study - Service Birmingham’s journey to achieve and maintain ISO/IEC 20000 certification

    • Delivering business and technology transformation
    • How to attain world-class ICT services
    • Achieving and maintaining ISO/IEC 20000 certification.

    Shirley Lacy, Director, ConnectSphere,
    Yvonne Batchelor, Head of Service Management, Birmingham City Council

    16:05 – 16:15 Questions and answers

    16:15 Chairman’s closing remarks

    John Dixon, Research Director, Business Process Management, Gartner

    Conference masterclass agenda - 14 October 2011

    Roadmap to ISO/IEC 20000 certification


    IT service providers need to deliver services that enable their customers to improve their business. Many service providers are adopting best practices and international standards. This enables them to improve their interaction with their customers and integrate IT service delivery across their suppliers and partners.

    ISO/IEC 20000 certification has been growing rapidly across the world and this is set to increase with the new 2011 edition of the standard.

    This one day workshop provides guidance on how to develop a roadmap to achieve ISO/IEC 20000 certification for your organization.

    Target Audience

    Aimed at the following roles:-

    • Service providers
    • CIOs, IT directors
    • IT service managers  
    • Quality managers and consultants
    • Managers responsible for continual service improvement
    • ISO/IEC 20000 Implementation programme and project teams.

    A successful outcome for this workshop does require the attendees to have a basic awareness of IT service management.

    Learning Objective

    • Find out about the new 2011 edition of ISO/IEC 20000-1 and the 20000 series
    • Explore the benefits of adopting the ISO/IEC 20000 standard
    • Understand what the roadmap to achieve ISO/IEC 20000 certification encompasses
    • Examine strategic and tactical approaches to implementation
    • Find out how to establish a culture of continual service improvement.


    • Overview of the ISO/IEC 20000 series and the new 2011 edition of part 1
    • What you need for success and certification
    • The role of service management best practices including ITIL
    • Scoping for the standard adoption and certification
    • Assessing where you are now and developing a roadmap to achieve certification
    • Preparing for the ISO/IEC 20000 audit
    • Planning for continual service improvement.

    Shirley Lacy, Director, ConnectSphere

    Shirley is the UK representative on the International Standards groups that develop IT service management and process assessment standards. She has contributed to the development of ISO/IEC 20000 series and is an accredited trainer in ISO/IEC 20000 and ITIL.  She helps organizations to adopt ITIL service management best practices and achieve ISO/IEC 20000 certification. Shirley is a co-author of the OGC’s ITIL Service Transition publication and project mentor for the ITIL update.  

    Delegates are cordially invited to a complimentary drinks reception at the close of the conference to celebrate the publication of to ISO/IEC 20000:1-2011.  The drinks reception is an ideal forum for networking opportunities and discussing the day’s findings.

    Please note timings are provided for guidance only and may be subject to change.

    Book your place

    You can book your place, online and immediately: select the package and business type that apply:

    Or call customer services on +44 345 086 9001

    & masterclass
    Standard Standard
    SME * SME *
    Public Public

    *With fewer than 250 employees

    Please note:

    We will never supply your information to third parties for marketing purposes. BSI handles all personal information in compliance with the Data Protection Act 1998 and the EU Communications Directive 2002. We will only send you relevant information about our products and services that may be of interest to you via email.

    Download the ITSM Conference brochure

    Download the ITSM Conference brochure
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