Biogs and Case Studies: Service Catalogue Seminar
Karen Brusch – Service Level Manager, RWE IT UK Ltd
Karen has 7 years experience in Service Level Management and is an ITIL expert. Currently she is the chair of the itSMF Service Level Management SIG and was a co-author of the SIG's publication "Service Level Management - a Practitioner's Guide". Having gone through the painful exercise of creating a Service Catalogue from thin air, Karen brings to this seminar a unique understanding of what is realistically and practically achievable.
"Service Catalogue: ITIL's enigma - what everyone should know"
There are many misconceptions and expectations surrounding the service catalogue. We can read the ITIL books and listen to guidance on what type of catalogue needs to be developed for your organisation, but what about practicalities. What pre-requisites are there to creating one? What are the major pitfalls? What should you be trying to achieve? Can you decode the enigma? This will be in part an interactive session, allowing you to pose specific questions relating to development of Service Catalogues.
Don Page, Business Development Director, Marval
Don is regarded as the Godfather of ITIL, he has been responsible for the design and implementation of some of Europe's largest award winning IT Service and Support operations, both in Public and Private sector environments. His pragmatic approach and innovative thought leadership has made him a world-renowned and respected industry figure.
"Service Catalogue - What's all the fuss about?"
Recently there has been a great deal of fuss and hype around "The Service Catalogue" as if it's suddenly some magic pill to improve service. The function of a Service Catalogue has been around for years, whether your mum is ordering a new dress from the 'Grattan's Catalogue' or your checking out a new car on the internet. You can make it as simple or complicated as it needs to be, just as long as it's right for your business and delivers real value. Don's interactive and lively presentation will provide practical advice and guidance on how to start, where to focus, the role of tools and the critical function of Service Level Management Agreements.
Tony Gannon & Peter Burgess, MBA
Tony has over 15 years experience of helping organisations to implement, better understand, or improve their Service Management capability. Tony has contributed to ITIL v2 Service Management publications and is currently contributing to some of the v3 Complimentary Guidance which is under development. Peter has over 20 years experience of both the direct Service Delivery to Businesses and ensuring value for money through outsourced arrangements. Having worked on both sides of the fence he brings a wealth of knowledge to the general area of Service Management. He is now managing a number of key service management initiatives within HMRC.
"Creating a Business Service Catalogue - A rose by any other name"
HMRC came into formal existence on 18th April 2005, employs over 87,000 people and collects the bulk of UK tax revenue for HM Government; it also supports millions of families and working people through the benefits and credits that they administer. It is within the background of this activity that a project is underway to develop a Business Service Catalogue. This presentation will discuss the challenges that are faced as you define, scope and solution an increased capability and competence in the area of Service Catalogue Management as a whole while focusing on the implementation of a working Business Service Catalogue. It will detail the overarching approach that is being taken within HMRC, the rationale, lessons learnt, and highlight the importance and relationships of Service Catalogue Management to other key Service Management Processes and functionality.
Dave White - Service Architect, Fujitsu Services Ltd
Dave is an ITIL v3 Expert certified consultant with 30 years experience of the IT industry, both within in-house and outsourcing supplier organisations. For the last 12 years he has undertaken roles within the IT Service Management arena, with particular emphasis on Service Level Management.
"Service Catalogue: What is it?"
The subject of Service Catalogues is often misunderstood. There are many different perspectives on the subject. This presentation explains the definition and scope of Service Catalogues as developed by the itSMF Service Level Management SIG for the recent itSMF publication 'Service Level Management - A Practitioner's Guide'. The speaker is a co-author of this publication.
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