Shirley Lacy, Managing Director of ConnectSphere, is an industry recognised specialist in service management and change management.. ConnectSphere has a great track record in enabling customers to achieve true business and IT integration competitively and cost effectively.

Shirley has extensive professional experience working with customers around the world to deliver superior performance. She helps clients to implement service management and manage organisational change programmes. These programmes deliver significant improvements in customer satisfaction, quality of service, whilst reducing costs, risks and providing better control.

Shirley’s practical experience enables her to bring both a business and a real world perspective to her work on standards and best practice development. She is co-author of the Service Transition core volume of ITIL® V3.

As the British Computer Society representative on the BSI committee, Shirley contributes to the development of ISO/IEC 20000, the IT Service Management standard, and related publications. She co-authored the BSI series of books on Achieving ISO/IEC 20000. She regularly speaks and gives lectures on ITIL and ISO/IEC 20000.

Shirley is vice chair of the British Computer Society’s Configuration Management Specialist Group that promotes professional development and the application of change, configuration and release management practices.

Shirley’s career spans development, operational management, service management, training and consultancy, for both internal and external service organizations across the service life cycle. She leads ConnectSphere’s international service management and consultancy practices.