Service Management World

Session 402: The Power of Operating Models Across the Enterprise

Tuesday, November 12 at 3:30 PM

"Take the IT out of ITSM and you have enterprise service management."
Is this a true statement? Does it really work that way? If you ask HR, accounting, legal, or other service providers in an organization, they'd look at ITSM best practices and say it doesn't; they have their own terminology and ways of working. In reality, wrapping service management around IT terminology can hurt adoption efforts with non-IT providers. Operating models help bridge the gap.

Once a strong governance model for enterprise service delivery is in place, creating an operating model that brings together players from all of the provider organizations enables everyone to embrace their best practices and terminologies while enabling them to find exploit their commonalities. In this session, Phyllis Drucker will present the business case for driving an enterprise service management approach and demonstrate how to build operating models across business capabilities.

Phyllis Drucker

Senior Consultant

Linium

Phyllis Drucker is senior consultant and information leader at Linium with more than 20 years of experience in service management. She holds numerous industry certifications, including ITIL Expert and VeriSM, as well as being an international speaker and author. Phyllis is a recognized expert on the service request catalog, and she was an early adopter of enterprise service management, first applying service management capabilities to HR, finance, accounting, and contracting in a shared service center environment in 2006. Since her first speaking engagement in 1997, Phyllis has helped to advance the service management profession of leaders and practitioners worldwide by providing her experience and insight on a wide variety of topics.