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Service Talk - Spring 2015 - Contents

 

 Contents 

Editorial 4
Industry news
The latest ITSM products, services and customer stories
5
itSMF UK news
Call for conference speakers for ITSM15; the one-stop ITSM reference; masterclass dates; new SIGs
9
And the winner is…
A round-up of our annual ITSM award winners and finalists.
11
View from the chair
John Windebank tackles the challenge of raising the profile of the ITSM industry
12
A tooling strategy for SIAM
Steve Morgan of Syniad IT Solutions discusses the key tooling requirements of an effective SIAM environment
14
The importance of Early Life Support
Priscilla Smith of BP explains how to reduce IT support costs through proper transitioning from project to support
18
It’s all down to teamwork at OVO energy
Catherine Cheetham and Jon Dodkins provide the background to OVO Energy’s award-winning story
22
Autonomy with compliance
Julia Harrison of Morgan Stanley explains how a principles-based approach to service management can lead to empowered decision-making
26
2015: the year of real customer service
ISACA president Rob Stroud considers how the automation industry is paving the way for proactive service delivery
28
Bad news for mobility maturity
Most IT organisations feel poorly prepared to support an increasingly mobile workforce, according to recent research
30
Release management – deliver more, break less!
Richard Horton reports on the findings of a recent Service Transition SIG event on release management
33
ITSM: what’s in it for the business?
Phil Hearsum of AXELOS encourages ITSM professionals to celebrate success at every opportunity
34
     

 

Chief executive • Mike Owen

Editor • Mark Lillycrop

Designer • Preview

www.preview-design.co.uk

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ITSMF UK, 150 Wharfedale Road, Winnersh Triangle, Wokingham, RG41 5RB Tel: 0118 918 6500 Email: communications@itsmf.co.uk

ITIL and PRINCE2 are the registered trademarks of AXELOS Limited. ITSMF is a registered word mark of the IT Service Management Forum (International) Ltd 

Disclaimer
Articles published reflect the opinions of the authors and not necessarily those of the publisher or his employees. While every reasonable effort is made to ensure that the contents of articles, editorial and advertising are accurate no responsibility can be accepted by the publisher for errors, misrepresentations and any resulting effects.

© The IT Service Management Forum (ITSMF) Ltd. 2015. All rights reserved.

Material within this publication may not be reproduced in whole or in part without the express written permission of The IT Service Management Forum (ITSMF) Ltd.

For all editorial, advertising, reprint or subscription enquiries, please contact communications@itsmf.co.uk

 

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