Spring School: The evolution of Service Transition & People and the Bigger Perspective

10/03/2014 - 18:30
10/03/2014 - 21:00

Venue: University of Bristol lecture theatre 1.11 in the Merchant Venturers Building

Speakers: Stuart Rance and Ivor MacFarlane

This is the second talk in the ITIL Spring school. See the main article for the complete school program. Booking and payment is required.

The Evolution of Service Transition

We have all been using change management and release management for many years, but these processes need to evolve to support new ideas and new technologies. Stuart will share his thoughts on how service transition can support very rapid change in a modern IT environment. Topics discussed will include agile, devops, continual integration and continual deployment.

People and the bigger perspective of (IT) Service management

It is common mantra, and has been for years, that (IT) Service Management is about “People, Process and Technology”. Technology is where IT folk love to focus; ITIL, COBIT and the rest have made us look closely at processes; but still ‘people’ isn’t taken seriously enough. It isn’t just about skills, training and motivation, although they do matter. The real differentiator is in understanding how people view and react to services too. Realise that traditional IT skills are not necessarily the skills you need to do service management well. Step back for a moment and take a human perspective on services, measurement, responsibilities and more: you might just find yourselves approaching things a little differently.

Stuart Rance

Stuart is a strategic service management consultant helping clients use service management to create value for themselves and their customers. He is a senior ITIL examiner, a Chartered Fellow of BCS, the Chartered Institute for IT (FBCS CITP), a Fellow in Service Management at prISM (FSM), and a Certified Information Systems Security Professional (CISSP).
Stuart was author of the 2011 edition of ITIL Service Transition and a co-author of the ITIL V3 Glossary. He has also written many service management pocket guides for itSMF UK and for the official ITIL portfolio.

Ivor MacFarlane, IBM

Having got into IT by accident in 1983, Ivor then made every IT Service Management mistake possible. He claims to have invented several new mistakes but forgot to file patents. Thus, aware of what not to do, he was recruited into the CCTA team documenting what you should do – ITIL.

After a wide-ranging government career – including forestry and prisons – Ivor became an IT Service Management consultant and trainer, delivering training and seminars in every continent (except Antarctica). Ivor joined IBM in 2007, helping customers understand and improve their Service Management.

He is an ITIL author (versions 1, 2 and 3), an ITIL examiner since 1991 and was part of the panel that wrote BS15000 (fast-tracked to ISO/IEC 20000).

Presentations and video available

We have the video of the presenBCS ITSM People.pdftations by Stuart Rance and Ivor MacFarlane available now.