Pre-11: Service Management Optimization


Sunday, October 14 at 8:30 AM

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The primary goal of IT Service Management is to deliver quality services that enable desired business outcomes. To accomplish this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers, while maintaining fiscal responsibility through sound IT investments.
If you want to increase the value of your IT services to the business, you should focus first on customer facing processes.

What You Will Learn:
• How to leverage governance, frameworks, standards, and best practices
• Strategies for successful service level management
• How to design and implement business aligned incident management and service request processes
• Trending analysis and root cause techniques for proactive problem management
• A logical approach to implementing an efficient change management process
• How to assess the maturity of your service management processes
• Develop your Process Roadmap

Who Should Attend:

Service Management and support professionals who desire advanced training for designing, implementing, managing, and optimizing these core service management processes:
• Incident Management
• Problem Management
• Change Management
• Service Level Management

Ken Wendle

Consultant
Edify ITSM

Ken Wendle, known for his pragmatic and insightful advice, whether as instructor, consultant, or speaker,and is past member of the HDI Strategic Advisory Board and current member of the SMW Advisory Board. Ken is recognized for his pivotal role in creating awareness, adoption, and global expansion of ITIL and ITSM best practices. He is the author of numerous white papers and articles, and his entertaining presentations have been a enjoyed nationally and internationally. Ken is also the only person (thus far) to have received two prestigious industry awards: the itSMF USA Lifetime Achievement Award (2007) as well as the HDI Ron Muns Lifetime Achievement Award (2016).