Session Details

Culture: why is it so important to SLM?

Title:	Culture: why is it so important to SLM?
Topic/Stream:	Tips & Techniques
Presentation Synopsis:	Why is culture such an important issue in SLM? Managing differences in culture between Business, Service Provider and Support agencies is challenging. Greater still where internal support teams have been TUPE’d over to an external Service Provider. What does this mean for you? What are the typical problems? How do you manage perception of your customers when culture is so divisive?
Speaker/Organisation:	Karen Brusch & Dave White
Organisation:	itSMF UK SLM Special Interest Group
Session Date:	Monday, 08 November at 11:00
Speaker Biography:	Service Level Manager, RWE IT UK Chair Service Level Management SIG, itSMF UK Karen has 8 years experience in Service Level Management and is an ITIL expert. Currently she is the chair of the itSMF Service Level Management Special Interest Group. She is a regular speaker at itSMF UK events where she has given presentations on Service Catalogue, Service Reporting, and looking into the future of SLM.

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