Susan Lamont

Principal Consultant

Sue has a comprehensive background of 35 years in the IT industry, specialising in Service Management Consultancy and balancing value to the clients and ensuring efficient Service Delivery. Commencing specialisation in Service Desk and Network service delivery, Sue has gained expertise across  service design, implementation & delivery of both Technical and Business services, Business Process development and improvement.  Experienced across several industries including Government, Defence and Retail

Expertise

  • Service Management design and implementation across the lifecycle

  • Service Integration and Management (SIAM) Framework

  • ITIL 3 and ITIL 4

  • COBIT

  • Project & Risk Management

  • PROSCI (OCM), Lean, Six Sigma

  • Service Decomposition Methodology

  • Agile, SAFe

Qualifications

Sue holds certifications in:

  • ITIL v3 & v4

  • Service Integration & Management (SIAM)

  • ITIL Foundation Certified Trainer

Sue is currently studying for a degree in Psychology Degree

Nationality

  • Australian Citizen

Sue is the current chairperson of the IT Service Management Forum (itSMF) ACT Branch

Relevant Experience

Very Large Government Agency (10,000+ employees)
Service Architect – Service Capability Development
Working with key stakeholders to develop and operationalise a service modelling framework, as part of the implementation of the ServiceNow platform capability

Government Department, New Zealand
Service Architect – Service Design - Device Lifecycle Management Service
Our customer sought to have an end-to-end device lifecycle management service which Sue designed and implemented.  The service was step change in capability in that it automated the bulk of the device lifecycle providing the customer with a reduction in fleet costs, shrinkage, improvement in fulfillment timeframes and data accuracy.

Very Large Government Agency (10,000+ employees)
Service and Support Design
Our customers geospatial capability support organisation was being transferred from one part of the organisation to another. Sue’s role was to design and implement the new support organisation with staff who had no previous IT Service Management experience.  The role included designing and implementing fit for purpose processes including training and upskilling of staff.  The transition of support responsibilities from one organisation to the other occurred without impact to the system or users and enabled improved processes and capability. 

Extra Large Government Agency (10,000+ employees)
Service Catalogue
Sue developed a greenfield service request catalogue for three major groups within the customer’s environment, developing the required workflows for both unique and shared service requests within the catalogue and defining the governance and management practices for the ongoing management of the catalogue.

Medium Government Agency (251 – 1000 employees)
IT Service Management tool implementation
Sue was responsible for design and oversight of the implementation of the ITSM tool to ensure uplift of skills, improved SM capability and minimal impact to users.