Print Page   |   Sign In   |   Join
Search
Calendar

19/01/2017
Masterclass: Major Incident Management

02/02/2017
Workshop: Change and Release Management

21/02/2017
Workshop: Continual Service Improvement

  Discussion forum  
 
Share your views on ITSM on our Member Discussion Forum
 
  Social Media  
 
Follow us on...
 
 
 
 

YOUR AD COULD BE HERE.
FIND OUT MORE...


Evolution of Global Service Management provision using the Service Information Database


Title:

Evolution of Global Service Management provision using the Service Information Database

Author:

Gillian Hughes and Sharon Hutchison

Organisation:

Standard Life

Category:

Service Management

Summary:

This case study paper seeks to examine the approach taken to evolve Standard Life's IT Service Management framework from subjective estimation to factual, objective reporting and a position of maturity and credibility with our business colleagues. The paper will also provide a walkthrough of how the Database is used to manage an incident end to end to exemplify its tangible benefits.
The benefits of this approach are outlined which include improved relationships with business stakeholders, a greater understanding of the implications of service impact and a vastly improved ability to demonstrate accurately a real and meaningful service picture. All of this, made all the more remarkable by the fact there was no significant capital investment in the project 

 

 

Sign In


Forgot your password?

Not a Member Yet?

  Service Talk Newsletter  
 
Download the latest Service Talk and browse recent back-issues