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”
On Demand Video Cast: “ITIL: State of the Nation” presented by Hornbill Chief Evangelist, Patrick Bolger
ITIL State of the Nation: The Reality of ITIL adoption. How Do We Move Beyond The Basics?
Hornbill’s “ITIL State of the Nation” survey highlights the reality of ITIL adoption, revealing that most organizations only implement the most common ITIL processes and fail to adopt a service lifecycle approach. This session examines why most organizations are stuck, and what needs to be done to move beyond the basics?
In this presentation, attendees will learn:
- What are the main drivers and barriers to implementing ITIL
- How ITIL v3 is being adopted globally
- Which processes are most commonly adopted
- What levels of ITIL maturity have been achieved by organizations so far
- Why most organizations are stuck in the rut of Service Operations and what needs to be done to move beyond the basics
- Specific action items that the audience will take away include :
- Benchmark the ITIL maturity level of your organization
- Understand the criticality of cultural readiness to make progress with your ITSM initiatives
- Appreciate the practical steps that are needed to take to adopt a lifecycle approach to IT Service Management
Free Event. This event is virtual through Microsoft Livemeeting.
On Demand Video Cast: “How To Ethically Influence Behaviour” with Jill Donahue
Original Presentation Date: Tues June 08, 2010
On Demand Video Cast & Presentation: “ITIL Communications & Training Empowering our Employees” with Suzanne Osborne of Bell Aliant
When working to provide a consistently positive experience for customers, several key ITIL processes have been identified and implemented to support strategic direction and enhance services. To encourage compliance, buy-in and an understanding of the benefits ITIL has to offer, embarking on an ITIL Communications and Training initiative with a goal of providing ITIL Foundations training to 100% of Customer Service and Operations employees is the best option.
This presentation will focus on a real-world example, examining how Bell Aliant now communicates ITIL and how ITIL training is provided to their employees across Canada in a cost effective and productive manner.
Where: Thought Rock Live
When: May 11, 2010 12:00 noon EST
Who: Suzanne Osborne
On Demand Video Cast & Presentation: “Tips on Building an Internal ITIL Training Program” with Judi Pare
Original Presentation Date: Tues May 04, 2010
On Demand Video Cast: “Goal-Setting to the Right Career” With Michael Reddy
Original Presentation Date: Tues April 27, 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.