Richard Harrison from PA Consulting Group – the leading international management, systems and technology consulting firm – will reveal the difference between success and failure for achieving sustainable service management change at his keynote speech.
Harrison is a member of PA’s Management Group and an expert in IT service management consultancy.He will outline how achieving sustainable ITIL success is best achieved through addressing the people challenges in his presentation ‘Are people the binding ingredient?’ at itSMF’s conference on Monday 13 November at the Hilton Metropole, Birmingham at 16:50 – 17:30 in the Arden Room.
PA will also offer an on-site maturity self-assessment to all delegates, which will allow them to benchmark themselves against other participating organisations at the conference. Once the overall findings are collated and analysed, delegates will receive a full report of the findings due out in early January.
The presentation and maturity assessment will be of particular value to IT Directors, CIOs, and IT Managers embarking or well into the IT service delivery journey. Attendees can use this opportunity to gain practical advice for achieving the ‘right blend’ in their service management programme.
PA will be exhibiting at stand K7, Kings Suite, itSMF Conference - 'Theory into Practice' – 13-15 November 2006, Hilton Metropole Birmingham http://www.itsmf.com/conference/index.asp
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About Richard Harrison
Richard draws on 20 years’ experience in service delivery and sourcing consultancy. He has significant knowledge and experience in delivering successful change programmes, customer service improvement projects and IT transformations across financial, utilities, transport and public sectors.
Richard’s presentation ‘Are People the binding ingredient?’ will be held in the Arden Room on Monday 13 November from 16:50 – 17:30.
About PA's IT consulting approach
PA Consulting Group's management services are flexible in order to combine the ‘right ingredients’. PA’s ‘Transform’ methodology is an approach developed to deliver IT change and addresses the cultural and behavioural issues as well as the technical and process driven aspects of ITIL
About PA Consulting Group
PA Consulting Group is a leading management, systems and technology consulting firm. Operating worldwide in more than 35 countries, PA draws on the knowledge and experience of 3,000 people, whose skills extend from the initial generation of ideas, insights, solutions and new technology, all the way through to detailed implementation.
From the development of innovative strategies and solutions right through to their successful delivery, all of our work and support is based on deep sector insight and expertise. We work across the private and public sectors, with particular strengths in financial services, energy, life sciences and healthcare, government and public services, manufacturing, defence, and telecommunications. We help our clients to design optimum strategies for growth, deliver effective IT that improves business performance, mobilise human resources, deliver complex programmes and major business transformations, and develop breakthrough products and processes through our unique applied technology capability.
As an employee-owned company, with no audit arm nor exclusive alliances with third-party vendors or service providers, we are answerable only to ourselves and our clients. This independence means the advice we give to clients, and the work we deliver, are based only on what is best for our clients’ business. We will, however, work in non-exclusive alliances on specific programmes when it is in the best interests of our clients.
PA’s independent, benefits-driven approach is founded on our strength in innovation, our responsiveness to our clients’ needs, and our unyielding focus on delivery:
Innovation. Innovation comes in a variety of forms - in how customers' needs are identified and satisfied, in business models, in motivating and aligning staff, in the use of technology, and many more. PA has an unsurpassed track record in innovation, from developing pharmaceutical anti-counterfeiting measures and wireless technologies, to helping launch an innovative online bank, to development work that is helping alleviate poverty and boost the economies of developing countries.
Responsiveness. We recognise that each client and each problem have their own challenges and issues. Our solutions are therefore tailored to our clients’ specific circumstances, drawing on the deep industry insight of our consultants. Our relationships with clients are characterised by respect, flexibility and collaboration, and we pride ourselves on the speed of our response and the dedication of our people.
Delivery. At PA, delivering client value is ingrained in our culture. We focus on detailed implementation, with a renowned track record of delivering innovative solutions that achieve lasting change. At PA, we see projects right through to the finishing line - and beyond - delivering significant and measurable value to our clients.
PA: Innovation. Responsiveness. Delivery.
About PA’s service management maturity self-assessment survey
PA is offering a complimentary service management maturity self-assessment to all conference delegates. Through this survey, PA will reveal the current service management maturity landscape for service support and service delivery.
The PA assessment methodology looks at the level of maturity an organisation has achieved during or following the implementation of ITIL best practice processes. This assessment differs from a standard capability assessment, which is carried out in advance of any formal ITIL best practice implementation; identifying gaps that ITIL best practice will address.
Why are people the binding ingredient? – The true secret to achieving sustainable success with ITIL is to address the people challenges; ultimately people are the binding ingredient
PA believes people make the difference between success and failure of an ITIL programme. This is founded on the knowledge that successful ITIL goes much deeper within the context of a business change programme, and needs to be managed accordingly.
Organisations need to understand and act upon the following four points:
· ITIL affects people’s working lives by changing their working practices
· ITIL implementations do not take place overnight and require patience and investment from senior stakeholders
· ITIL implementations require a change across a number of diverse areas
· Objectives need to be driven by required business outcomes.
