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About the Presentation |
This presentation describes how you and your organisation can use Service Level Management and Service Catalogues to answer the 'V' question - for example, how do we demonstrate the value delivered by IT? and how can we manage and deliver this value across a variety of different IT and business areas? There is ever more demand, particularly in the present climate, to deliver more new services, keep the existing ones running and also cut costs, yet it can be difficult for IT to see clearly where these cuts can be made without impacting critical business services.
It is vital to view services as part of portfolio management and approach them as a 'service designer', defining the 'supply' and 'value' chain of systems and components in order to be able to manage an end-to-end IT service. The definition, delivery and measurement of business services is at the core of ITIL and ITSM - this presentation uses references based on experience of hundreds of projects to deliver practical guidance on how you can make Service Level Management and Service Catalogue's work successfully in your organisation, by ensuring that services are devised and built with the same levels of business design and evolution to 'development' projects. |
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About the Speaker |
Barclay Rae is Head of Global Services at Axios Systems, where he leads a team of over 50 highly experienced consultants and trainers delivering quality ITSM solutions. He has over 25 years Service Management experience in over 300 ITSM implementations as a consultant and business leader. He has also worked at the centre of the industry, with HDI/SDI and the Service Futures Group, as well as many years of collaboration and interaction with itSMF. |
