Session Details

Save Time and Money With ‘DIY Process Assessment Methodology'

Title:	Save Time and Money With ‘DIY Process Assessment Methodology'
Topic/Stream:	CSI
Presentation Synopsis:	The ability to perform ITIL process assessments and use these to establish baseline measurements and benchmarks for future comparison are key tenets of the Continual Service Improvement model. If the assessments are done using a robust and repeatable methodology, the assessments will improve the efficiency and effectiveness of the processes and the capability of IT Service Management. Whilst the benefits of performing process assessments are recognised and strongly endorsed within ITIL, many companies perceive that these can only be provided by engaging service management consultants. This session uses real-life examples to describe the approach undertaken by CFS IT to develop an ‘ITIL Process Assessment Framework’ that delivers a balanced and holistic view of process maturity across 4 key dimensions: Process management, Practioner, Customer, and ITIL. You will learn how you can use a simple, low cost and modular methodology to deliver process assessments to drive continual improvements across your ITIL processes, including shaping your process integration strategy, without using consultants. The session is relevant to experienced ITIL practitioners and senior managers who are keen to explore cost effective methods and approaches that underpin ongoing Continual Service Improvement.
Speaker/Organisation:	Ian Macdonald
Organisation:	The Co-Operative Financial Services
Session Date:	Monday, 08 November at 15:20
Speaker Biography:	Ian MacDonald is an experienced Senior IT professional and has undertaken a wide range of Operational Support and Management roles covering; Operations, Technical Support, Systems Programming, IT Training, Service Management and Consultancy. In recent years he has gained significant experience of improving IT performance through the adoption of ITIL and EFQM best practice frameworks, and has led teams and projects to attain industry standards, accreditations and IT awards. Within the IT Industry Ian has had active participation supporting User Groups and Forums such as Guide Share Europe, UKCMG, ITSMF and the Office of Government Commerce (OGC). For the latter he was involved in the Quality Assurance for the Version 2 release of the ITIL publications, and authored the chapter on Availability Management contained within the ITIL Service Delivery book. In 2007 he participated in the QA for the ITIL V3 Continual Service Improvement book.

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