Professional Development Professional Development Improving IT Services IT Service Management IT Service Management Presented by Warren Dakin (Director – IT Service Management) Professional Development Forum Professional Development Forum 4 February 2004 4 February 2004
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Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
IT Service ManagementIT Service Management
Presented by
Warren Dakin
(Director – IT Service Management)
Professional Development ForumProfessional Development Forum4 February 20044 February 2004
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
The Importance of IT in The Importance of IT in Today’s WorldToday’s World
““The core objectives of the modern company cannot The core objectives of the modern company cannot
be met without modern technology”be met without modern technology” source Institute of Directors
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
• IT is available when the business wants it.IT is available when the business wants it.• IT delivers what the business needs. IT delivers what the business needs. • Service disruptions are very rare.Service disruptions are very rare.• Immediate help when things go wrongImmediate help when things go wrong• Any disruptions to service are minimalAny disruptions to service are minimal• Value for moneyValue for money
What do Business’s want and expect What do Business’s want and expect from ITfrom IT
Don’t want to worry about IT
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
The cultural change necessary for The cultural change necessary for today’s IT professionalstoday’s IT professionals
Recognition that :Recognition that :• IT is a major business tool – IT is a major business tool –
– (not just a technical challenge)(not just a technical challenge)• IT is a service provided to customers.- IT is a service provided to customers.-
– (customer / user / consumer focused)(customer / user / consumer focused)• The IT department is a service provider.The IT department is a service provider.
– (supplier).(supplier).• IT needs to be business aware. IT needs to be business aware.
– (in order to provide a service that meets business (in order to provide a service that meets business requirements)requirements)
IT needs to be more integrated with the
business
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
What is IT Service ManagementWhat is IT Service Management
• Best practices: aimed at improving Best practices: aimed at improving IT services in all areas.IT services in all areas.
• Effective and proven processes and Effective and proven processes and proceduresprocedures
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
Growth in Service Management Growth in Service Management training and qualificationstraining and qualifications
• qualifications
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
QualificationsQualifications
• AccreditedAccredited
• Higher exam pass rate than ISEB published Higher exam pass rate than ISEB published rate for all candidatesrate for all candidates– Foundation 95%Foundation 95% (89%)(89%)– Manager’s 78%Manager’s 78% (57%)(57%)
• Only provider to offer Examination Success Only provider to offer Examination Success GuaranteeGuarantee
AccreditedAccredited
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services
What comes after the training?What comes after the training?
Professional DevelopmentProfessional DevelopmentProfessional DevelopmentProfessional DevelopmentImproving IT Services