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Liz Gallacher
 Liz is an experienced Service Management Consultant and Trainer, with 19 years Service Management experience, both as a practitioner, and a Consultant.
She achieved Distinction in the ITIL® Managers Examination, placing her in the top 5% of candidates. She also scored 89% in the ISO/IEC20000 Consultancy qualification.
As a Member of the ISEB Examiner Panel for the Manager's Certificate in IT Service Management she is well able to advise candidates on exam technique.
Consultancy Liz has acted as a Service Management Specialist to the UK Government in implementing a new Service Management Centre. The work includes:
Designing the Service Management regime
Planning the Service Desk
Specifying Vendor Selection criteria
Negotiating SLAs
Designing detailed processes
Training the staff to Foundation level
In addition, she has devised Service Improvement Programs for the UK Government’s Foreign and Commonwealth Office 24 hour global Service Desk operation and for the Service Level Management function. As part of this assignment she was responsible for:
Drafting and negotiating Service Level Agreements worth several million pounds
Gaining management approval for a complete review of the SLA Process within the Foreign and Commonwealth Office Services ICT division
Gaining management approval for a complete review of the SLA Process within the Foreign and Commonwealth Office Services ICT division
Redesigning the Service Management Process in accordance with ITIL® Best Practice
Documenting the associated Procedures
Compiling a comprehensive Service Catalogue
Liz was responsible for designing, and documenting processes for several new Managed Services contracts for a UK outsourcing company. This involved extensive negotiations with all levels of the customer’s management team. Of particular note was the implementation of a managed service for a major bank. This was an extremely large and complex implementation, but was extremely successful. It was awarded the company’s Project of the Year in 2003.
In her work for the UK arm of a US telecoms consultancy, Liz introduced the ITIL® methodology as a new approach to the consultancy’s process work, and was the UK lead in this initiative, which was then adopted by the parent company. As a consultant to Hewlett Packard, she was responsible for providing a gap analysis of the support structure and processes of their client - one of the largest ISP’s in the UK, and making recommendations for improvement. She then defined and documented formal processes for Incident, Problem, Change and Configuration management, which were ITIL® compliant.
Liz has extensive practical experience in implementation of Service Management. She has carried out several “green field” implementations, being responsible for the entire project, from initiation to hand over. The Service Desk set up for Railtrack was assessed by the Gartner Group as ‘perceived by their customers to be highly efficient. An independent customer satisfaction assessment of the same service by the Maven organisation judged it as ‘world-class’.’.
Education and Training Liz is accredited by the ISEB as a trainer in ITIL® (Foundation, Practitioner and Manager levels) and by the ITSMF in the ISO/IEC20000 Consultancy qualification. She has trained hundreds of candidates within the UK and mainland Europe at all levels, consistently achieving above-average pass-rates. She mixes an informal, friendly approach, with a rigorous attention to examination performance. As a contributor to many Internet discussion groups, ITIL® students throughout the world often approach her for advice on exam success.
Best Practice Liz has been an active member of the itSMF for many years, and is currently involved in that organisation’s ISO/IEC20000 Special Interest Group. She attends the ITSMF Conference each year and recently attended the USA ITSMF conference also, to enable her to compare the 2 organisations.
Client Organisations include:
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UK Government
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The Cabinet Office
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The Foreign and Commonwealth Office
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Public Utilities
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Railtrack (now Network Rail)
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London Transport
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IT Consultancies
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Hewlett Packard
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Computacenter
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Predictive Ltd (now INS)
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Others
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Ernst and Young
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