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Pre-6: Service Management Optimization

Monday, April 8 at 8:30 AM

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The primary goal of IT Service Management is to deliver quality services that enable desired business outcomes. To accomplish this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers, while maintaining fiscal responsibility through sound IT investments.
If you want to increase the value of your IT services to the business, you should focus first on customer facing processes.

What You Will Learn:
• How to leverage governance, frameworks, standards, and best practices
• Strategies for successful service level management
• How to design and implement business aligned incident management and service request processes
• Trending analysis and root cause techniques for proactive problem management
• A logical approach to implementing an efficient change management process
• How to assess the maturity of your service management processes
• Develop your Process Roadmap

Who Should Attend:

Service Management and support professionals who desire advanced training for designing, implementing, managing, and optimizing these core service management processes:
• Incident Management
• Problem Management
• Change Management
• Service Level Management

Keplyn Robinson

Business Process Consultant
Robinson Consulting

Keplyn Robinson has been in IT service management for over twenty years educating and advising organizations all over the US and Europe. She began her career in radiology software where she quickly realized her love for training. Her dynamic, interactive style of teaching has brought accolades from every level of IT. After gaining her ITIL v3 Expert certification she has worked with many different organizations from higher education and healthcare to government and retail organizations helping guide the design and implementation of best practices that enabled these organizations to meet and exceed their business goals. Throughout her career she has helped certify thousands of professionals in achieving their ITIL foundation and practitioner’s certifications