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Service Talk - Spring 2015 - Contents



Editorial 4
Industry news
The latest ITSM products, services and customer stories
itSMF UK news
Call for conference speakers for ITSM15; the one-stop ITSM reference; masterclass dates; new SIGs
And the winner is…
A round-up of our annual ITSM award winners and finalists.
View from the chair
John Windebank tackles the challenge of raising the profile of the ITSM industry
A tooling strategy for SIAM
Steve Morgan of Syniad IT Solutions discusses the key tooling requirements of an effective SIAM environment
The importance of Early Life Support
Priscilla Smith of BP explains how to reduce IT support costs through proper transitioning from project to support
It’s all down to teamwork at OVO energy
Catherine Cheetham and Jon Dodkins provide the background to OVO Energy’s award-winning story
Autonomy with compliance
Julia Harrison of Morgan Stanley explains how a principles-based approach to service management can lead to empowered decision-making
2015: the year of real customer service
ISACA president Rob Stroud considers how the automation industry is paving the way for proactive service delivery
Bad news for mobility maturity
Most IT organisations feel poorly prepared to support an increasingly mobile workforce, according to recent research
Release management – deliver more, break less!
Richard Horton reports on the findings of a recent Service Transition SIG event on release management
ITSM: what’s in it for the business?
Phil Hearsum of AXELOS encourages ITSM professionals to celebrate success at every opportunity


Chief executive • Mike Owen

Editor • Mark Lillycrop

Designer • Preview

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