Session 501: Connecting All Your Dots: Creating Your Service Management Operating Model

Wednesday, October 17 at 10:00 AM

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Our industry is full to bursting with frameworks, technologies, processes, procedures, and best practices—Agile, DevOps, Lean, IoT, virtual data centers, cloud computing, AI, machine learning…the list goes on and on. Add to that emerging markets, delivery channels, services, and ways of doing business. How is one to make sense of it all? How will you connect your dots? Attend this entertaining and interactive workshop to gain some insight, dig into a tried-and tested operating model development approach, and get a jump-start on integrating and connecting your service delivery strategies and practices. In this hands-on workshop, attendees will customize their own service management operating model and development approach, based on the practices, technologies, and methodologies at play in their own organizations.

Randy Steinberg

ITSM Strategies Inc.

Randy Steinberg has over 25 years of hands-on enterprise service management and operations experience at large-scale health, financial and governmental clients around the world. He has helped enterprise class organizations and hosting companies to deliver excellent services to their customers, through a rich understanding of organizational planning, cloud datacenter best practices and service management. He was a Global Head of Service Management for a worldwide media company with 176 operating centers around the globe. He has led several major service and datacenter transformation projects for government and Fortune 100 IT organizations crossing implementation of management solutions, disaster recovery, availability, organizational, governance, and Cloud infrastructure changes. Some of these have won ITSM project of the year and Malcolm Baldrige awards. Randy is also the author of ITIL Service Operation 2011 Edition and recently the new VerISM (Service Management for the digital age) book. He has authored many other books on implementation, measurement, and systems and process architecture. Randy has been a frequent speaker at industry conferences around the world.