“Sharon is just amazing ! I've worked worked closely with her on several very sucessful projects for a number of years. Sharon's knowledge and capabilities in many areas is superb, as you can probably ascertain by her profile accomplishments. She is not only a team player but a team builder. Sharon is always laser focused on project goals for efficient and effective results - On time, on budget and within scope. She is a leader of leaders, trusted advisor and an outstanding coach to executives, mid-management and individual contributors. On a personal level, our great working relationship is now a great treasured friendship. I would highly recommend her for any of her pursuits. ”
About
Sharon is an internationally well-known expert in Service Management. She is a sought after personality for media interviews, webcasts, podcasts and thought leadership guidance in the Service Management industry. Sharon is in demand as a motivational keynote speaker at ITSM events around the world and has guided many organizations to successful ITSM practices, saving companies millions of dollars.
Sharon was the Chief Architect of ITIL and was responsible for the transformation and re-development of the ITIL portfolio on behalf of the Office of Government Commerce from 2004 to 2011, owners of ITIL. Sharon has held the role of Chief Examiner for ITIL Qualifications since 2004.
Sharon is an accredited ITIL Master and an experienced ITIL trainer in all training levels. She has been active in ITSM implementation Projects in the capacity of senior advisor and project management.
In 2008, Sharon was the recipient of the itSMF International Service Management Lifetime Achievement Award.
In 2013 His Excellency Sheikh Mubarak Al Nahyan, Minister of Culture, Youth and social development presented Sharon with an award for outstanding achievement to the IT service management industry.
Sharon is a published author of over twenty (20) IT service management books, a variety of thought leadership white papers on service management and is currently responsible for the development and delivery of IT Service Management (ITSM) strategic advisory to enterprise clients, process models, procedural and tactical implementations in Europe, Asia and North America for AGI’s client and partner market.
During the past 20 years, Sharon’s work has been committed to the design and implementation of ITSM best practices in the private and public sector. She has worked extensively in a variety of capacities to provide expertise in planning and implementing service management frameworks from both a strategic and implementation perspective.
Activity
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Malcolm Fry was an inspiration to me and to countless others in the IT and ITSM communities. He was a kind friend, a great mentor, and a wonderful…
Malcolm Fry was an inspiration to me and to countless others in the IT and ITSM communities. He was a kind friend, a great mentor, and a wonderful…
Liked by Sharon Taylor
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As many of you will know Service Management* has been my first love for many, many years. That's been both inside and outside my day job. For the…
As many of you will know Service Management* has been my first love for many, many years. That's been both inside and outside my day job. For the…
Liked by Sharon Taylor
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To celebrate International Women's Day I'd like to pay tribute to some remarkable women I've had the pleasure to work with...this is a top of my head…
To celebrate International Women's Day I'd like to pay tribute to some remarkable women I've had the pleasure to work with...this is a top of my head…
Liked by Sharon Taylor
Licenses & Certifications
Publications
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Service Intelligence
Prentice Hall Pearson
To gain the full benefits of technology—and avoid the staggering costs of technology failure—you must manage IT with vision, direction, and expertise. Only one set of methods is robust enough to do this: IT Service Management (ITSM). In Service Intelligence, ITSM pioneer Sharon Taylor shows business managers how to make the most of it. You’ll learn how to ensure service quality, anticipate vulnerabilities, improve reliability, and link IT directly to business performance. Taylor explains ITSM…
To gain the full benefits of technology—and avoid the staggering costs of technology failure—you must manage IT with vision, direction, and expertise. Only one set of methods is robust enough to do this: IT Service Management (ITSM). In Service Intelligence, ITSM pioneer Sharon Taylor shows business managers how to make the most of it. You’ll learn how to ensure service quality, anticipate vulnerabilities, improve reliability, and link IT directly to business performance. Taylor explains ITSM from a true business point of view, cutting through jargon and helping you drive value without becoming overly technical. She gives you powerful tools for negotiating IT services more effectively, improving IT ROI, and escaping “captivity” to either internal or external IT providers.
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ITIL Service Management
Architect - Service Strategy
This is the first book in the series of five ITIL core publications containing advice and guidance around the activities and processes associated with the five stages of the service lifecycle. The primary purpose of the service strategy stage of the service lifecycle is to set and manage the correct overall strategy for IT, based upon the organization’s overall business strategy, so that appropriate IT services can be provided to meet the current and future needs of the business. Therefore…
This is the first book in the series of five ITIL core publications containing advice and guidance around the activities and processes associated with the five stages of the service lifecycle. The primary purpose of the service strategy stage of the service lifecycle is to set and manage the correct overall strategy for IT, based upon the organization’s overall business strategy, so that appropriate IT services can be provided to meet the current and future needs of the business. Therefore strategic thinking must be applied to service management and service management must itself be regarded as a strategic asset of an IT organization.
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ITIL Service Management The five core guides
TSO
I was the Chief Architect for ITIL 2007 with my team of 10 fellow authors
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ITIL V3 - The Official Introduction to the ITIL Service Lifecycle
TSO - The Stationary Office
This publication is your gateway to ITIL. It explains the basic concept of IT Service Management and the place of ITIL, introducing the new lifecycle model, which puts into context all the familiar ITIL processes from the earlier books. This title introduces ITSM and ITIL, explains why the service lifecycle approach is best practice in today's ITSM, and makes a persuasive case for change. After showing high level process models, it takes the reader through the main principles that govern the…
This publication is your gateway to ITIL. It explains the basic concept of IT Service Management and the place of ITIL, introducing the new lifecycle model, which puts into context all the familiar ITIL processes from the earlier books. This title introduces ITSM and ITIL, explains why the service lifecycle approach is best practice in today's ITSM, and makes a persuasive case for change. After showing high level process models, it takes the reader through the main principles that govern the new version: lifecycle stages, governance and decision making, then the principles behind design and deployment, and operation and optimisation.
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ITIL V3 – Passing your Foundation Exam The Official Study Aid First Edition
Office of Government Commerce
This publication, 'Passing your ITIL Foundation Exam - 2nd Edition' is endorsed by APM Group, the official ITIL Accreditor, and is suitable for those taking the foundation exam.
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ITIL v3 – Small-scale Implementation
Office of Government Commerce
This book is ideal for understanding the driving principles behind ITIL when applied to organizations that are simply too small to compartmentalize into all the process areas but that conversely need to apply the best IT practices in spite of its size. Excellent insight offered on every page and answers a lot of questions and doubts about scaling down to suit the needs of smaller institutions.
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Service Excellence
2011
For over 20 years IT Service Management (ITSM) has been considered globally accepted best practice. The industry experts of this century agree on its value. Why then do some ITSM implementations fail to succeed?
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Service Intelligence
Prentice Hall
To gain the full benefits of technology—and avoid the staggering costs of technology failure—you must manage IT with vision, direction, and expertise. Only one set of methods is robust enough to do this: IT Service Management (ITSM). In Service Intelligence, ITSM pioneer Sharon Taylor shows business managers how to make the most of it.
Honors & Awards
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• Outstanding ITSM achievement award from BCS Middle East, Abu Dhabi
BCE Middle East - His Excellency Sheikh Mubarak Al Nahyan, Minister of Culture, Youth and social development Abu Dhabi City
Voted on by industry standards bodies for outstanding achievements in the IT industry.
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ITSMF Lifetime Achievement Award
itSMF UK
This is a peer voted award that distinguishes the contributions over many years to the IT Service Management industry. It signifies recognition and an industry thought leader and visionary who influences the direction of the global industry.
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