Service Strategy

You wouldn't undertake even the most menial project without having a clearly understood strategy and a plan to reach the desired goal. Service Management is no different. A critical success factor for producing business value from Service Management, is first having clearly articulated reasons for all of the investment and effort related to Service Management. During this e-symposium, we'll explore the elements that need to go into an effective Service Strategy from value identification to risk mitigation and how this can be applied to drive success for your organization.

Can ITSM improve IT efficiency and ROI, even in a recession? Yes it Can!

IT departments are under huge pressure from business management to gain insight and control over their IT function – and many are turning to automation to achieve results fast - and for good reason. Especially in today’s challenging economic environment better insight and control - achieved through automation - means less downtime & better resource utilisation, ultimately reducing your organisations expenditure while enabling you to deliver better services in a tightly regulated environment. You need to ensure your solution is agile, quick to implement and quick to show its value.

Service Management in an uncertain economy

With world markets in turmoil, pressures are being felt in all sectors in new ways. Organizations are adapting by re-prioritizing investments to fundamentally reestablishing stability and growth. Within this session, we'll consider the impact this phenomenon is is having on organizations and their service management strategies. You'll hear the results of a primary research study that explores the impact on new organizational priorities and how your peers changing their IT and service management plans to support changing business priorities.

The Next Generation Service Desk

Your service desk delivers critical support to the entire organization by keeping key business systems and services available and reliable. As your infrastructure becomes increasingly complex, problem resolution becomes more time-consuming and costs to maintain quality services escalate. This online conference will cover the changing role of the service desk and how customers are evolving it to manage service requests with fewer touches by leveraging automation.

IT Operational Efficiency

Join the presenters as they outline the interaction of the various processes within IT and provide specific examples of automating activities from service request through to fulfillment.

Service Portfolio Management, your quickest route to Business Relationship Management?

As IT gets better aligned to the business, it needs to operate with a business mindset. Current economic factors make it tempting to fall back to reactive management practices. The need to make smart decisions is however even more important when resources and budgets are constrained.

According to ITIL® v3 the Business Relationship Manager (BRM) is responsible for ensuring that the IT Service Provider is satisfying the Business needs of the Customers. Becoming service-centric is just the beginning. IT investment decisions need to be made using a portfolio based approach, considering services in terms of the business value that they provide. Gaining the insight into service design and operations is not easy, but the rewards are well worth the effort. If IT is to be integrated into the strategic business planning process, it needs to demonstrate that it can operate as a true partner to the business, delivering full financial transparency.

Configuration Management System

To manage large and complex IT Services and infrastructures, Service Asset and Configuration Management requires the use of a supporting system known as the Configuration Management System (CMS) and related processes.

This e-Symposium describes important characteristics of Configuration Management, including the implementation of a Configuration Management System as well as some of the potential issues and ways to overcome them.

Who Really Manages Your Service Desk?

Managing your enterprises’ Service Desk is no longer just about incident response and achieving service levels… it’s become a fundamental part of the business strategy to manage service commitments, keep end users productive and keep the business running 24/7.

Today Service Desk Managers strive to deliver a better service to the business – and continually look for more efficient and cost-effective ways of managing the service desk function in order to achieve this. Outsourcing has long been a solution to this problem – and more recently vendors are offering their software solutions as a ‘consumable’ service… but what are the real advantages of letting someone else ‘Manage’ your Service Desk?

Green IT

Green IT can be seen as the study and practice of using computing resources efficiently, coming to the forefront with increasing environmental issues and legislation.
Modern IT systems rely upon a complicated mix of people, networks and hardware; as such, a green computing initiative must be systemic in nature, and address increasingly sophisticated problems. Elements of this solution may comprise items like end user satisfaction, management restructuring, regulatory compliance, disposal of electronic waste, telecommuting, virtualisation of server resources, energy use, thin client solutions, and return on investment (ROI).
This e-Symposium will explore the above areas and more in order to explain how Green IT initiatives are now in the mainstream.

The Service Catalogue - A Business Critical Asset

The Service Catalogue provides a central source of information on the IT services delivered by the Service Provider organization. This ensures that all areas of the business can view an accurate, consistent picture of the IT Services, their details and their status. It contains a customer facing view of the available services, the business functions they are linked to and the levels and quality of Service the customer can expect.

The objective of Service Catalogue Management is to manage the information contained within the Service Catalogue and to ensure it is accurate and reflects the current status of all services that are being run, or being prepared to run, in the live environment.

This e-Symposium explores how to create, communicate and maintain this business critical asset - the service catalogue.

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