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Shirley Lacy is Managing Director of ConnectSphere and specialises in the application of service management best practices to deliver value from IT investments. She leads ConnectSphere's consultancy and ITSM implementation practices. Industry Leadership
Shirley is highly regarded within the industry and is an authority on service management and configuration management practices. Shirley is a co-author of the OGC’s ITIL Service Transition book with Ivor Macfarlane and the BSI publications on Achieving ISO/IEC 20000 with Jenny Dugmore. Shirley has been appointed as Overall Project Mentor for the ITIL Version 3 Update due for publication in 2011.
Shirley represents the BCS on the ISO and BSI IT Service Management groups that develop the IT service management standard, ISO/IEC 20000 and related publications. She is the UK Principal Expert on the ISO Working Group for Process Assessment standards for software, systems and service management.
Shirley is an active Vice Chair of the British Computer Society (BCS) Configuration Management Specialist Group covering Change, Release and Configuration Management.
Service Management Implementation and Improvement
Shirley Lacy has completed many consultancy and implementation assignments across a range of leading companies in Europe and worldwide. She has a wealth of experience planning and implementing service management successfully for over 20 years. She has a great track record in enabling customers to deliver business outcomes competitively and cost effectively whilst improving customer satisfaction. With her practical knowledge and application, Shirley brings real life experience to her client engagements. She has the special ability to plan and design service management programmes to implement ITIL and achieve ISO/IEC 20000.
Business Transformation and Change
Shirley has worked on business transformation and change programmes across a range of sectors including broadcasting, commercial IT service, finance, logistics, pharmaceutical and telecommunication sectors. Good communication is essential to achieving business goals. Shirley works with all levels of management to ensure effective communication strategies are used both internally and externally. She delivers programmes that focus specifically on the requirements of the customers, staff and other stakeholders during periods of business transformation and transition.
Training and Learning Programmes
Shirley delivers seminars and courses to develop the talents of management teams at all levels. Through coaching and mentoring, Shirley enables all levels of management to maximise their effectiveness in line with the business goals, enabling improved service management performance.
Shirley has worked with many organizations to identify training needs of their people prior to designing effective training strategy and programmes that deliver significant benefits. Shirley's knowledge of ITIL and individual learning styles, enables her to select learning programmes that best meet the individual’s needs within the organization's constraints.
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