Thought Rock Live Webcast – Oct 18 2011 “Process Improvement: Pain Point Analysis and Quick Wins Workshop”
Whitepaper: “Measuring What Matters” from ThinkITSM
A follow up document from Charles Cyna’s presentation on Thought Rock Live.
Discussion document and considerations key performance measures that would form the core of a unique, simplified method of measurement called a “VALUE Indicator Score”. It will need to be refined and adapted to your organization, as key performance stakeholders are consulted and current performance gaps are identified and confirmed.
Presentation Slides – Thought Rock Live January 11, 2011. Change Management
White Paper: Analysis of Consulting-Portal’s 5th Annual ITSM Industry Survey – The Top 5 ITSM Trends for 2010
“For the past five years Consulting- Portal has been conducting the IT Service Management Industry Survey. The 5th annual survey has identified 5 very interesting trends for 2010”
Case Study: Office of Government Commerce (from Stroma)
Thought Rock sponsor Stroma Service Consulting has graciously allowed us to offer a case study on their project with the The Office of Government Commerce in the UK to update its purchasing methods, a project that was delivered on time and on budget.
Whitepaper: 5th ITSM Industry Survey from Consulting-Portal
In this survey, Consulting-Portal wanted to pinpoint trends and opportunities in the iTSM industry. They focused their research on the following areas:
- Organization and Governance
- Best Practices
- Measurement and Audit
- Continuous Improvement
- ITSM Tools
The survey contains detailed data to back up their findings.
ISO/IEC 20000 (Presentation)
Mark Sherry MBA, a partner in Stroma Consulting, is a top ITIL/ISO practitioner, presents a PDF version of his presentation concerning ISO/IEC 20000, explaining the ins and outs of this IT Service Management standard.
The Virtual Support Center: Innovative and Strategically Balanced Support
Whether we want to admit it or not the service and support industry might be the most schizophrenic industry on the planet today! It seems one minute we are in the back office providing service and support behind the scenes to end users and customers. The next minute we are moved to the front of the organization and considered “strategic”. Today it is “strategically outsourced and off-shored”. So what’s it going to be? Back office, front office, strategic, outsourced, or off-shored?
Read more about the Virtual Support Center in this 8 page PDF.