January 2010

Consultant & Trainer

Southern Assignments

Summary of Experience & Key Skills

How She Does It

Sue is an independent consultant and

trainer with exceptional customer focus for business improvement and service ex-

cellence.

Her key skills include:

• Service Management training

• ITIL versions 2 & 3 process implemen-

tations and enhancements

• Performance measurement with

Balanced Scorecards for managing busi-

ness performance and transformation

• Customer perception measurement and

management

• The creation of courseware for ITIL,

Performance Management and Percep-

tion Management

• Effective interpersonal skills that afford

rapid creation of relationships

• Experienced seminar and conference

speaker

Having earned an excellent reputation over

more than 25 years, Sue is sought-after for her ability to meet objectives and her

delivery to high standards.

Since qualifying in ITIL in 1996, Sue

has successfully adopted and

adapted the processes in her vari-

ous IT Service Management roles.

This has included presales proposal

writing at ICL (1996) and post sales

activities using her key strengths in

written and verbal communications

to influence customers and col-

leagues with on-site Service Man-

agement (1997 to 2002).

As a trainer, Sue pays great atten-

tion to the learning needs of her

delegates. She uses real-life ex-

perience and humour to make the

course as beneficial as possible

for each individual.

In consultancy roles, Sue works

with her customer’s to enable

them to be self-sufficient in man-

aging the best practice processes.

In 2010, Sue intends to build on

her success and have another

highly productive and enjoyable

year.

Capabilities

• Planning and organis-

ing

• Professional and

effective documentation, oral communications and

presentations

• Building trusted cus-

tomer relationships by demonstrating in-tegrity

• Delivering results by

‘making it happen’

• People-management

skills, appraisals, ob-jective setting, coach-ing, career planning and development

Further details inside

ITIL Training 2

ITIL Consultancy 2

Courseware Production 2

Service Catalogue Creation

3

Balanced Scorecards 3

After-word by Sue Southern

4

Working with Sue in 2010 Personal Interests

4

Sue Southern CV

Sue Southern

ITIL Version 2 & 3 Training

IT Service Management Consultancy

Since 2003, Sue has been deliver-

ing successful ITIL training for

many organisations to the benefit

of their course delegates.

For ITIL version 3 she delivers

Foundation Bridge and Foundation

courses.

For ITIL version 2 she delivers

Foundation, Practitioner and Man-

ager’s level training and coaching.

Sue enjoys helping people to learn

this subject and draws on her own

business experiences to help dele-

gates to appreciate the subject

whether they are already experi-

enced in IT service delivery or not.

For those organisations that do

not require their staff to pass ITIL

exams, Sue presents an overview

of the subject that is tailored to

the business requirements.

“Sue provided ITIL training for me

for initially my foundation course

and then my Managers course.

Her expert knowledge and per-

sonable relaxed style made learn-

ing a pleasure. I would have no

hesitation in recommending Sue

in this role.” David Gillies June

19, 2007.

Top qualities: Personable, Ex-

pert, High Integrity

She successfully managed a critical

£3m project to remove the 128

risks and obstacles that were pre-

venting the full delivery of the con-

tracted service targets for BG on

behalf of ICL.

To assist Electronic Arts Ltd to

achieve greater stabilisation and

global consistency of their business

critical services, Sue planned, de-

signed and transitioned Incident,

Problem, Change and Release

processes with a team of EA global

service managers.

Sue assisted the IT Service team

at Westinghouse Rail Systems Ltd

with their process maturity plans.

“Sue has been providing ITIL con-

sultancy and training for WRSL

since October 2008. Sue instantly

gains the trust and respect from

all people she comes in contact

with, through her personable ap-

proach and extensive IT and ITIL

knowledge. Sue has assisted

WRSL with adopting the ITIL proc-

esses, throughout the engage-

ment the entire team have always

found Sue a pleasure to work

with.” Richard Strange, WRSL,

June 30, 2009. Top qualities: Per-

sonable, Expert, High Integrity

Production of Course Materials

Sue's in-depth, hands on experi-

ence and knowledge enable her to

create first class courseware. For

ITIL exam courses, she ensures

that the course materials meet the

content stipulated in the exam syl-

labuses to ensure that they pass

accreditation first time.

Sue uses colour, diagrams, charts

and photographs to assist the

delegates with their learning. Ma-

terials produced by Sue include

Foundation, Practitioner, Man-

ager’s, Service Design, Transition

& Operation and five ITIL capabil-

ity courses.

She has also written a Perform-

ance Management course for a

company in Kuwait.

Sue brings the contents of books to life when she is training.

Creating courseware to high standards requires attention to detail.

Page 2 Sue Southern CV

Create links to the

business objectives

and the IT Service

objectives then

ensure that they are

visible throughout

the management

chain.

Service Catalogue Creation

Balanced Scorecards for

Perception Management

Balanced Scorecards for

Service Management

As a Bid Manager in 1995, the im-

portance of a good Service Cata-

logue was highly evident. She cre-

ated a Service Catalogue that not

only provided meaningful informa-

tion for customers but also for sales

and service staff.

In 2009 another example of Sue’s

work in this area was working with

the IT management team of West-

inghouse Rail Systems Ltd manage-

ment team to guide them through

the creation of their first IT Service

Catalogue. Sue provided an ef-

fective template, advice, guid-

ance and input on the style and

content of the new Service Cata-

logue. Aimed at WRSL staff

worldwide, the finished Catalogue

provides a complete picture of

the range of IT Services that are

available and details of how to

obtain them. The Catalogue has

received excellent feedback from

senior managers and user

groups.

In 2004/5 Sue was the Lead Con-

sultant for the implementation of a

set of Balanced Scorecards for

Aseriti Ltd. The Directors’ aim was

that their business transformation

programme should align the busi-

ness units with corporate objectives.

Sue structured and facilitated the

sequence of management work-

shops for each of three Business

Units including the IT Department.

The Scorecard objectives and

measures were designed to link to

the business strategy and to moni-

tor and manage performance re-

sults. Aseriti was very pleased

with the results and Sue’s contri-

bution to the project.

Perception Scorecards are a highly

effective and easy-to-use method of

managing customer-supplier rela-

tionships.

Sue introduced this concept to the

IT Service Managers at the DTI for

managing customer perception of

service quality. By highlighting and

resolving issues in this way it re-

sulted in improved scores from 55%

to 79%.

At Telenor Business Solutions, Sue

provided advice, guidance and the

design and implementation of a Per-

ception Management Scorecard. To

the delight of the Directors, this

highly successful programme

equipped their Service Managers

to measure their clients percep-

tion of their services for the first

time.

At SCC, she guided SCC custom-

ers and national Service Managers

through the method and approach

for creating a Perception Manage-

ment Scorecard which included

facilitating interactive workshops,

designing the Scorecard and

training participants in its effec-

tive use. SCC were delighted with

the results and so too were their

customers.

SLA’s are not enough to build a relationship, customer service perception should also be meas-ured and managed.

Page 3

Sue aligns

objectives with the

quadrants of a

balanced scorecard. and

agrees the

measures to be

used to track

performance.

Consultant & Trainer

Working with Sue in 2010

To build on the success of her career to date,

Sue intends to have another highly productive

and enjoyable year in 2010.

If you would like to work with Sue or use her

experience and skills with your customers

then please get in touch for:

• ITIL Training

• ITIL Service Management Consultancy

• Courseware Production

• Business Service Catalogue creation

• Perception Management Scorecards

• Performance Management training and

Scorecards

Personal Interests

• Property investment

• Home and garden

• Circuit training

• Personal development

After-word by Sue Southern

I have been extremely fortunate in my career to

have worked with excellent people; since joining

the IT industry I have learned that:

• Service quality is essential.

• Win-win relationships are the only kind I want to

work with.

• Personal integrity is not to be compromised.

• Attention to detail delivers results.

• It is beneficial to give my customers a good lis-

tening to; not making assumptions about what

they want.

• The finances must be watched like a hawk.

• I start with the end objective in mind.

My experience has grown from personal actions and

by learning from others and I have developed

greater skills as a result.

Business Implementations

Management Training

Southern Assignments is solely

owned and operated by Sue

Southern as an independent IT

Service Management Consultant.

Mobile/cell:

+44(0)7967 089555 E-mail:

suesouthern13@hotmail.com

Effective & Efficient

See Sue on

LinkedIn.com

Southern Assignments

“The easiest way to enjoy life is to enjoy what you do every day – not to dream of escaping it!”