Karen Ferris is an internationally acclaimed speaker with a reputation for providing both strategic and practical advice and insights for organisations in their implementation and maintenance of efficient and effective service management and organisational change. Karen has the ability to share her experience and knowledge with every audience and individual within that audience, so everyone is empowered with the ability to make a difference within their organisation. Karen has been delivering presentations since 1999 and has been acclaimed as ‘inspiring’, ‘thought provoking’, ‘insightful’, and ‘providing practical and useable guidance’. She has worked as a service management practitioner, trainer, consultant and manager since 1994 and has assisted organisations across a breadth and range of industries in their service management initiatives. Awarded the inaugural Service Management Champion accolade by the IT Service Management Forum (itSMF) Australia in 2007, she was also awarded the Presidents Prize for best speaker at the Australian National Conference in 2005. In 2014, she was honoured with the Lifetime Achievement Award by itSMF Australia for her contribution to the service management industry. Karen's company - Macanta - delivers online training at Macanta Training

Latest from KarenFerris

  • Book Review – Service Management Online by Phyllis Drucker

    Book Review – Service Management Online by Phyllis Drucker

    Reviewed by Karen Ferris Whether you are starting on your service request catalogue journey or looking to improve your existing service request catalogue – STOP NOW – read this book first This publication will avoid you making the same mistakes I have seen so many organisations regarding service request catalogues. This is a concise and
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  • Training – Online or Not Online?

    Training – Online or Not Online?

    Whilst there may always be people who prefer the face-to-face experience of classroom training, there are many benefits to online training that should be considered when determining which method of training to utilize. Here are my top considerations when determining whether to take your training online. Cost – It is far more cost effective to
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  • Making Sure Your ITSM Improvement Sticks

    Making Sure Your ITSM Improvement Sticks

    SEND IN THE REINFORCEMENTS! One of the aspects of organizational change management that is often missed or neglected is the need to reinforce the reasons for making a particular change or improvement. Without reinforcement, people can revert back to the old ways of working and not demonstrate the new behaviours that you wished to achieve with
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  • Resistance to Change – It Can Be a Good Thing!

    Resistance to Change – It Can Be a Good Thing!

    Whenever a change is introduced into the organization there will inevitably be resistance to it. Whether it is a change to an ITSM process, a change in supporting technology, or a service improvement initiative, it will impact people and therefore resistance to change will occur. Every person is different and will react to change in
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  • Going The Extra Mile May Not Be That Far

    Going The Extra Mile May Not Be That Far

    As a frequent traveller I spend a lot of time at airports in the lounge of my airline of choice. On a recent trip I visited a lounge that I rarely visit. On entering the lounge the whole atmosphere felt different. One lounge is usually much like another and not much to tell them apart.
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  • Shift Left! And Then Again!

    Shift Left! And Then Again!

    Service Desk 360 recently conducted a Service Desk survey with the purpose being to collect different views and wants across the IT department; from the IT Director to first-line technician, then to compare those views in a helpful and constructive way. In response to the survey question ‘If I only had one wish…….’ the overall
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  • Measure Twice, Cut Once!

    Measure Twice, Cut Once!

    Most of us have heard the expression ‘measure twice, cut once’. Used in a carpentry sense (literal) it means you should double-check your measurements for accuracy before cutting a piece of wood; otherwise it may be necessary to cut again, wasting time, materials and money. In a figurative sense it means plan and prepare in
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  • Creating and Driving Service Excellence – reviewed by Karen Ferris

    Creating and Driving Service Excellence – reviewed by Karen Ferris

    Karen has reviewed the pocketbook “Creating and Driving Service Excellence” by SHIFT regular columnist Sharon Taylor “If you are a busy business executive who needs to know more about ITSM and its importance to your organization, or you know a business executive that needs to know, then this is the book you need. Grab a couple of
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