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Despite the sound guidance ITIL provides some fundamental flaws remain in how it shapes traditional IT Service Management (ITSM) initiatives. Industry analysts warn the traditional approach to ITSM does not work for a contemporary enterprise. As many as 75% of ITSM projects will either be scaled back, or abandoned within their first six months. A higher percentage will fail to start. Scary statistics for service management professionals.
Few IT groups manage to get beyond the basic processes of Incident, Change, Configuration Management and the Service Catalog. Even then practitioners face challenges breaking through the traditional ITSM ‘glass ceiling’. We are urged to think, plan and approach service management from the “outside-in”, but what does this mean? In this presentation Ian will explore:
Ian Clayton is the author of the universal service management body of knowledge (USMBOK™) and applies outside-in thinking and gaming science (‘gamification’) in pursuit of world-class performance. He helps assess and refine leadership vision, establish customer centric service management practices, and help shape and motivate desired behavior through a program of continuous engagement and improvement.Ian specializes in helping IT organizations transform their service management strategies and organizational culture from one centered on infrastructure management alone, to include operating as the preferred provider of ‘IT-as-a-Service’ – acting as the ‘service broker, integrator and innovator’ for the enterprise.
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