Effective IT Service Management

Corporate IT Forum workshops are requested by and specifically designed for IT professionals striving for best practice in the corporate environment. Free from supplier involvement, delegates receive real-world information from experienced and unbiased peers.

1. Effective IT Service Management (Top Tips)
2. Effective IT Service Management (Executive Summary)
3. Effective IT Service Management (Report)

Can an effective IT Service Management function or process drive down costs, and increase value and agility of the services it delivers and manages, whilst maintaining the service levels?

The answer from some Service Managers would be a resounding 'yes', but how do you shift the culture within technical functions to that of a service perspective, and what approaches give the best results?

Compare and contrast measurement approaches that support ITSM best practice.

• Business Case:
  o Cutting costs
  o Benefit identification
  o Business Engagement
  o Cultural change
• The Driving Business Value:
  o Identifying KPIs and Metrics
  o Reporting IT tracking benefits
• Implementation:
  o Managing the culture change
  o Best practice
  o Scope
  o Best practice
  o The role of Configuration Management Systems
  o Reporting IT tracking benefits
• Frameworks - the options:
  o ITIL
  o ISO20000
  o Lean
  o Six Sigma
• Contracts and Outsourcing:
  o Is Service Management good for Outsourcing?
  o Negotiation
  o Striking the balance
• Service Management during periods of significant change