Biogs and Case Studies: SLM / Service Catalogue Seminar
Colin Rudd - IT Enterprise Management Services Ltd
Colin has been working in the IT industry for over 35 years and is internationally recognised as a leading authority on Service Management. He has been heavily involved in the development of IT Infrastructure Library (ITIL). Colin was involved as a lead author in the development of Versions 1, 2 and 3 of ITIL.
"Service Design and the Service Catalogue: A practical approach and case study"
This session provides an overview of a practical approach to the creation of Service Catalogue, using the techniques developed by the author of the Service Design book. It also describes and explains a case study where these techniques were successfully used within a real organisation. Main takeaways:
· The challenges of creating a service catalogue
· Categorisation of services
· The pitfalls
· The lessons learnt
Phill Murphy, AWE, & Graham Huzzey-Morgan, HP
Phill Murphy spent 20 years in Service Management roles prior to joining AWE to set the direction for the implementation of ITIL based good practice. Phill led the integration with the Business to negotiate and agree SLAs and now manages the operational Run element of IT which delivers Services against those SLAs.
Graham Huzzey-Morgan has spent 25 years working across many business sectors and has a particular interest in matching IT Service Models with Business Service Models to provide best value to the organisation. Graham is using this experience and a clear belief that every project is a Business Change activity to support AWE’s drive to continue to meet ‘Meet Service Targets’.
"From Technology to Service - A journey guided by Service Level Agreements"
AWE recognised the need to integrate in a different way with the Business and deliver customer aligned Services to support the Business strategy. The approach is based on documented SLA’s which define the key customer requirements and are used to develop the IT Organisation and the Services it provides. Main takeaways:
· The importance of alignment with Business requirements
· Ensuring your toolset and processes are robust and reliable
· Ensuring you deliver Business enabling IT Services
· Have the ability to more effectively manage your costs
Matthew Burrows – BSMimpact
Matthew Burrows specialises in transformation and pragmatic Business Service Management (BSM). He is an acknowledged best practice expert and a regular contributor to publications and events, providing thought leadership on industry committees and working groups. Matthew is also the President of the Institute of Service Management.
"Using the Service Catalogue to deliver business value"
This session will take a business and customer focussed view, using examples to illustrate how to get the best value out of the service catalogue. Matthew will put everything in context, sharing good and bad examples, and discussing the options and various approaches. Main takeaways:
· The Service Catalogue should provide value to customers as well as IT
· It is very easy to do it badly and miss benefits
· The Service Catalogue needs to be positioned within a much wider context
Keith Spiers - Nottinghamshire County Council
Keith has worked across varying fields in a management delivering front line services in Nottinghamshire, implementing a single solution for contract and asset management designed to manage all aspects of work within a DLO, recently developing and implementing a Service Management approach underpinned by an effective Service Catalogue in Nottinghamshire County Council.
Keith has worked across varying fields in a management delivering front line services in Nottinghamshire, implementing a single solution for contract and asset management designed to manage all aspects of work within a DLO, recently developing and implementing a Service Management approach underpinned by an effective Service Catalogue in Nottinghamshire County Council.
"Service Catalogue – Establish buy in and ongoing development"
This presentation will work through how Nottinghamshire County Council developed their own Service Catalogue, arriving at their current situation of a functioning Service Catalogue which is now moving towards a v3 SKMS. Explaining the successors and challenges they faced and the effect leadership can have when implementing Service Management. Main takeaways:
- How to build your own Service Catalogue.
- Why effective leadership creates the environment for implementing a Service Catalogue.
- Flexibility to enable a dynamic approach to development.
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