IT Service Management

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IT Service Management
Professional Development Forum 4 February 2004

• Presented by
• Warren Dakin
• (Director IT Service Management)

2
The Importance of IT in Todays World

• The core objectives of the modern company cannot
  be met without modern technology
  source Institute of Directors

3
What do Businesss want and expect from IT

• IT is available when the business wants it.
• IT delivers what the business needs.
• Service disruptions are very rare.
• Immediate help when things go wrong
• Any disruptions to service are minimal
• Value for money

Dont want to worry about IT
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The cultural change necessary for todays IT
professionals

• Recognition that
• IT is a major business tool
• (not just a technical challenge)
• IT is a service provided to customers.-
• (customer / user / consumer focused)
• The IT department is a service provider.
• (supplier).
• IT needs to be business aware.
• (in order to provide a service that meets
  business requirements)

IT needs to be more integrated with the business
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What is IT Service Management

• Best practices aimed at improving IT services in
  all areas.

• Effective and proven processes and procedures

6
IT Infrastructure Library (ITIL) Service
Management Processes
7
IT Infrastructure Library (ITIL)What is its aim?
To move from this state
To this state
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Service Management Qualifications
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Growth in Service Management training and
qualifications

• qualifications

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Growth in Service Management training and
qualifications

• qualifications

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Qualifications
Accredited

• Accredited
• Higher exam pass rate than ISEB published rate
  for all candidates
• Foundation 95 (89)
• Managers 78 (57)
• Only provider to offer Examination Success
  Guarantee

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What comes after the training?
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IT Service Management

• Any Questions?