Service Transformation in BT Global Services

On 27th March 2007 Roel Louwhoff, President, Customer Service and Network Operations (CS&NO), hosted a roundtable on Service Transformation in BT Global Services for an invited audience of international industry analysts.

Roel walked the analysts through the transformational journey of the CS&NO organisation, talking about BT’s progress towards building a new breed of services organisation.

George Nazi, VP Global Engineering, and Walter Kok, VP Business Operations, talked about the 21CN global infrastructure and how this is enabling end to end customer self service, highlighting BT’s network transformation which will ultimately lead to a reduction of the delivery cycle time from 6 days to 6 minutes.

Guy Bullen, Programme Director, and Simon Alston, Service Director, led the final session talking about IT service management, outlining the new market space and service management as a journey, examining the lessons learned from a major customer implementation, and demonstrating how we are building on that experience to succeed in the journey for the whole of BT.

The sessions were interspersed with discussions with the analysts.

The presentation can be downloaded as a powerpoint file here:

 Service Transformation in BT Global Services (powerpoint 4.5M)

 
Other resources were made available on the day:

• Agenda  (word document 24K)

• Speaker biographies  (word document 795K)

• IT Service Management white paper  (pdf file 153K)

• Consulting Capabilities white paper  (pdf file 218K)

• BT response white paper  (pdf file 61K)