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Process & Project Implementations

Date: 17 May 2012
Time: 06:30 PM to 09:00 PM
Location: IBM Parkview Square 600 North Bridge Rd, Parkview Square #16-01 188778 Singapore Venue: Cobalt Room
Registration: Members (S$28.00) / Non-Members (S$38.00)
Closing Date: 16 May 2012

itSMF Singapore is pleased to announce another premium event. 


itSMF Members: Please write to customercare@itsmf.org.sg to avail your Complimentary event voucher today!


All itSMF paid Members are entitled for 3 complimentary vouchers* a year. Avail them early to avoid disappointment.


For enquiries, please contact the secretariat @ DID: +65 6377 6630 Main Line: +65 6278 2538


An email will be sent out to confirmed attendees.



itSMF Singapore Council


Process & Project Implementations



To ensure a greater level of success for project completion and process embedding, organisations need to take a holistic view of process implementation projects. Serious consideration needs to be given to the development and mapping of the three basic elements of any quality improvement initiative; process, people and technology. To concentrate on one area to the detriment of the other can jeopardise the success of the project. 


A practical implementation of service management should include:


  • Quick wins to demonstrate the benefits of service management
  • Starting with something simple and adopting a phased approach
  • Involving customers, especially those that have been critical of the service
  • Explaining the differences that will be seen by customers
  • Involving third party service suppliers
  • Explaining what is being done and why to everyone involved or affected; support staff are often cautious about changes. It is particularly important that they understand the benefits to overcome their resistance
  • Involve staff wherever possible in designing improved process/workflow, facilitate ownership interest Educating staff and managers to become service managers

In general however, it can be said that process implementation projects vary somewhat from traditional IT projects. They are by nature, culture change dependent projects. Proactive measures to address change resistance, proactive project sponsorship activities and creative communication planning activities must be incorporated into project planning at the earliest phases. Process implementation projects present special challenges for IT organisations, but adequate planning will help insure an effective implementation strategy


Join Kerry on this session where he will explain in detail what is needed to successfully address all key planning and implementation activities.


Speaker Biography

Kerry Gilmore is an IT professional with extensive experience, specialising in IT Service Management, Project Management and Training. Having now lived in Asia for 12 years, Kerry also understands the importance of excellent communication and cultural awareness within Asiaand possesses a wealth of knowledge and experience gained in a management career spanning nearly 25 years in IT services.

Kerry joined the Pink Elephant consulting team after establishing the Service Management function for a large global FMCG organisation. At Pink Elephant, Kerry delivers IT Service Management, consulting, projects and education programs to our diverse customer community across Asia. Kerry holds the ITIL Expert certification - currently the highest level in the ITIL qualification scheme.


* Please note that there will be no refund/exchange of the Complimentary event voucher once you have registered for the event.

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