Session 402: The Power of Operating Models Across the Enterprise

Tuesday, November 12 at 3:30 PM

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"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

Phyllis is an innovative and focused professional with more than 20 years experience in Business/IT Strategy, IT service management, governance, customer service and support, ITSM tool implementation and team building. ITIL® v3 Expert Accredited ITIL® Trainer, VeriSM Professional certified, she is an accomplished and experienced speaker and writer on Service Management, Metrics and Service Desk, She's now an ITIL author as well: her book "Service Management Online: Creating a Successful Service Request Catalog" was continues to be featured on Amazon and conference bookstores. Phyllis was also an early adopter of enterprise service management, having been engaged in the creation of a shared service center at AutoNation, Inc. and helping clients implement shared service organization processes through her consulting work at Linium.