Helen Morris - ITIL Intermediate Certification Companion Study Guide: Intermediate ITIL Service Capability Exams

Helen Morris
Liz Gallacher

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ISBN: 978-1-119-01224-5

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We dedicate this book to our long-suffering partners, Gary Cleaver and John Callaghan, who kept us supplied with food, drink, and encouragement while we slaved over our laptops every evening and weekend writing this book.

We thank our colleagues across many organizations over the years who have assisted us in our attempts to put best practices into practice. In particular, Liz Gallacher would like to thank Dave Cousin, who encouraged her to follow her instincts and gave her the opportunity to do just that in two major projects.

We thank the teachers who shared their passion for service management during our ITIL V2 Manager courses all those years ago: Ben Weston, Andrew Jacobs, and Mark Haddad, who taught Helen, and Dave Wheeldon and Lloyd Robinson, who taught Liz. Our commitment to focusing our careers in IT service management can be traced back to those few intense weeks.

We thank all the students we have taught for sharing their experiences with us and the clients who have had faith in us and our ability to put theory into practice. Our understanding of service management grows and develops with every organization we work with.

We thank all the ITIL trainers, wherever they are, spreading the service management message every week of the year.

We thank Dave Jones and Jim Tebby for checking the content of this book and for the helpful suggestions they made.

Liz Gallacher is a service management consultant and trainer with 30 years of practical experience. She placed in the top 5 percent of candidates in the ITIL Manager certificate and was invited to join the ISEB V2 Managers Certificate Examiners panel. She holds the ITIL Expert certification and is a certified ISO/IEC 20000 consultant.

Liz provides consultancy and training on all aspects of IT service management, focusing on the ITIL framework and the ISO/IEC2000 standard. She has designed and implemented improvement initiatives covering many areas of service management for a variety of organizations, large and small. Her experience over the past 30 years has been a mixture of consultancy, training, and implementation, including setting up service desks for many large organizations, working with clients to design their service management processes, and evaluating and implementing service management toolsets that met their requirements. She also advises organizations seeking certification against the ISO/IEC 20000 standard, performing gap analyses, advising and mentoring improvement plans, and so on.

Liz has worked for global organizations, central and local government departments, the U.K. National Health Service, and many others. She has set up service management organizations from scratch. In each case, she designed and documented the processes, procured the service management toolset, recommended the organizational structure, drafted job descriptions, and recruited several hundred staff over a number of projects. She then trained the staff and devised appropriate marketing campaigns to publicize the new service desks to the customer base.

She has implemented service improvement initiatives for several clients, combining improvements in processes and tools with customer awareness coaching for IT staff. For a national railway infrastructure organization, she implemented a 247365 service desk to replace 18 other sources of support, delivering a service that was assessed by the Gartner and Maven organizations to be world class and highly efficient.