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ITx 2016 Conference Programme

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The ITx 2016 Programme may change without notice

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Service Management Framework and methodology and approach to transitions

Tuesday 2:20pm - 2:50pm, itSMFnz (itSMFnz 1 Room)

Want to hear a warts-and-all expose on how two large companies, Spark and KiwiRail, went to full outsourcing?

Look no further. Spark and KiwiRail undertook a top-down audit, where no stone was left unturned.

Heather Bryant, the head of service management at Kiwi Rail, put a case to management to change the Service Management tool to BMC remedy.

Together Bryant and Spark’s Zoe Fitz-Gerald cast a wider view and took a different approach.

Zoe Fitz-Gerald, Heather Bryant, Lauren Morrison and Nicky Harrison will explain the path they went down and give an overview of their outcomes-based transition approach, leveraging Agile methodologies and practices.

The approach has been used by Kiwi Rail and the New Zealand Racing Board to deliver complex technology transitions.


Zoe Fitz-Gerald

Solution Consultant, Spark NZ

Zoe Fitz-Gerald has over 16 years experience within the Service Management field.

She is an ITIL experienced Service Design Consultant with a history of delivering IT services in outsourced Managed Service.

With significant Service Management experience in presales, design and transition for Enterprise clients, Zoe is passionate about process modelling, service transition analysis and service improvement, with a proven understanding of ITIL V3 best practice within a multiple-site operational business.

She holds a Managers Certificate v2 (Distinction), ITIL Expert Certification v3, ITIL Service Level Management Practitioner, Microsoft Operations Framework (MOF) .

Lauren is Service Architect at Spark and has developed the Service Management Framework and Outcomes approach to delivery of transitions/Service Improvement plans.

Nicky Harrison-is a Service Solutions Analyst at Spark - working collaboratively within the Service design team with both the Service Management Framework and Outcomes model

Heather Byrant –Head of Service Management at Kiwi Rail with over 13 years’ experience working within ICT; including more than 9 years managing various Operational and Service Delivery Teams, within Banking and Finance; Freight and Logistics; and Telecommunications industries