Tuesday 10^th November 2009

Stream

The Human Factor

Time

9.15 - 9.55

Title

Does your IT service organisation measure anything useful?

Presenter

Ivor Macfarlane
IBM

About the Presentation

IT people and the business people are different. Traditionally in IT we need to understand how things work, get our kicks from fixing things when they break. The business should be able to view IT as a utility, a taken-for-granted foundation on which they can build their services to their customers. ITSM's focus should be on what they deliver, not on the tools they use.

This talk will describe current situations and explore the various approaches that can describe service management effectiveness in a way that actually reflects its value to the customers that are paying for it.

About the Speaker

Ivor has been involved with IT Service Management Best Practice since 1989. He is a major contributor to relevant publications an is authoring credits include ITIL books, versions 1, 2 and 3, ISO/IEC 20000, the itSMF UK's pocketbook and dictionary and the ITSM library.

As an IT Service Management Consultant and Trainer Ivor has delivered training and seminars in every continent (except Antarctica). He joined IBM in June 2007 and continues to contribute to best practice development, write and talk about IT Service management and work with IBM's customers to help them improve their services.