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outsideOutside-In Thinking - Ensuring a Customer Relevant Approach

When: 15 Apr 2010 3:00 pm

Presenting: Ian Clayton, Principal, Service Management 101

The next generation of service management initiatives carries the ‘B' prefix - and like the ‘IT' prefixed initiatives that preceded them, they will likely fail the customer. Why?

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its timeIt's Time for IT Management Software 2.0

When: 15 Apr 2010 2:00 pm

Presenting: Evelyn Hubbert, Senior Analyst, Forrester

IT is still struggling with growing pains, meaning that the current economic conditions present a catalyst for change and an opportunity to mature.

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"I" is for "Innovation": The new ITSM value Proposition

When: 15 Apr 2010 12:00 pm

Presenting: Ken Wendle, ITSM Industry Advocate at itSMF

What is the true value proposition behind what is known as "ITIL V3"?

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Applying ITIL Best Practice to Business Services

When: 15 Apr 2010 10:00 am

Presenting: Lynda Cooper, Managing Consultant, Service 2000 Limited

ITIL and ISO20000 are extensively used in the IT environment. But the future points towards a more business focused world. There have been frequent challenges to extend ITIL and ISO20000 into business processes but these have been resisted up to now as being too difficult. Now is the time to consider this next step.

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Roundtable: Maximize your Business' Return from the Service Desk

When: 15 Apr 2010 8:00 am

Presenting: Howard Kendall, Founding Director, SDI Europe

Howard Kendall is hosting this Rountable discussion

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mappingMapping ITIL v3 to the Management Imperatives

4 Dec 2009 1:00 pm Presenting Kenneth Gonzalez, Vice President, Service Management Society, Inc.

It wasn't that long ago that any given pet project, however vague or suspect the value proposition may be, had a fighting chance of being approved.

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