Jenny was responsible for the fast tracking of BS 15000 to become ISO/IEC 20000 and is now involved in international standards for service management capability/maturity and the relationship between service management, systems management, security and governance. She is chair of the ISO group, WG25, that is responsible for the development of the 20000 series, including a capability maturity model aligned with the service management system standard ISO/IEC 20000-1.

She is member of itSMF-UK's Standards Board and ITILv3 Project Board and UKAS’s technical expert on service management. Jenny has written several books on service management.

Jenny’s background is operational service management and she is now a service management consultant for Service Matters. Jenny’s first service management role was the development of SLAs and supporting processes and procedures, over 20 years ago. Her experience ranges from operational line management of 500 staff, management of major change programmes and service management consultancy.

Her major interest is performance improvements aimed at delivering better services for lower unit costs, particularly the importance of staff motivation and improving the relationship between service providers and customers.