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/IEC 20000 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.

Liz has worked for several global businesses, central and local government departments, the UK National Health Service, and many other organizations. She has set up several 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 24/7/365 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.”

She has provided consultancy on many aspects of service management, including service level management, change management, request fulfilment, and incident and problem management. She has compiled detailed service catalogs.

For many clients, Liz gathered toolset requirements, evaluated products, and recommended the purchase of products that matched the requirements. She also specified the tool configuration to support the processes, delivered the required reporting, and oversaw the implementation in addition to delivering user training.

Liz has developed and delivered bespoke training for clients covering particular aspects of service management. She has also coauthored classroom and distance-learning courses covering the ITIL framework. She delivers ITIL Foundation and Intermediate training and consultancy worldwide, with courses in the United Kingdom as well as 22 other countries so far. With Helen Morris, she has devised an innovative blended approach to mentoring and supporting clients remotely.

Helen Morris provides quality training and consultancy to organizations, assisting with delivery of IT service management. She specializes in providing cultural change support and training to organizations to enable the full exploitation of the benefits from implementing service management best practices.

Helen has 20+ years of experience in service management, including operational management of service desks and technical support teams and service level management. She holds the ITIL Expert qualification and has delivered service management training for many years. She now delivers ITIL Foundation and Intermediate training in the United Kingdom, Europe, and the United States. She has coauthored and recorded distance-learning courses covering the ITIL framework. Helen is also a certified ISO/IEC 20000 consultant.

Helen is an experienced trainer, consultant, and service delivery manager focused on providing customer satisfaction and business benefits. Many of her assignments involve an initial assessment against best practices, recommendations for improvement, and target setting. She leads programs to achieve significant improvements in customer satisfaction, quality of service, reduced costs, and better control.

Helen has presented at a number of international service management conferences, and she blogs regularly on service management topics. With Liz Gallacher, she has devised a unique approach to mentoring, providing assistance and resources to clients while encouraging them to develop the skills they need without expensive onsite consultancy.

As an experienced consultant, Helen has led a number of successful service management improvement programs, working with organizations to develop their service management strategy and being a key player in the implementation of the strategy within the organizations. She has delivered strategic improvements in customer satisfaction, service delivery, and regulatory standards.

Helen managed the support environment for a Microsoft partner and supported the launch of Windows 95, implementing an improvement initiative to achieve the required customer satisfaction targets. Throughout this period, she was also leading a team to achieve and maintain successful ISO 9001 compliance within the division. This included extensive process reengineering in the support division to ensure efficient and effective processes were implemented to support the customer satisfaction targets.

An assignment with a blue-chip telecommunications company allowed Helen to implement strategies for introducing best practices into the service delivery management team as the lead for the rollout of ITIL. This formed part of the company initiative to achieve BS15000 (a precursor to ISO 20000), in which Helen was a key player, specializing in incident and problem management.

Many of Helen's assignments have involved assessing and restructuring the support environment to provide improvements in cost efficiency and customer satisfaction. This has often required working across a broad spectrum of the business to achieve an agreed-on approach within the organization. Helen was the lead consultant in delivering the service improvement program for an outsource provider; she provided support services and networks for a large number of blue-chip and financial institutions, delivered by a service support function of more than 120 personnel. Helen achieved and maintained an improvement in service levels from 80 percent to 95 percent (target) within three months across all service areas.

Helen and Liz cowrote the successful ITIL Foundation Study Guide from Sybex.