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:
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!”