Continual Service Improvement is not a new concept. Organisations have talked about it for many years. However, projects are often driven by crisis and when the issue is resolved the concept is often forgotten. ITIL® V3 brings with it even greater emphasis on Service Improvement than in previous versions with a stronger link to the formal standard ISO/IEC20000, where service improvement is an essential requirement throughout.

This complimentary Breakfast seminar provides an update on ITIL V3 and its new lifecycle approach to Service Provision. We also look at how to maintain value for customers through the continual evaluation and improvement of services and how the correct processes and tools can ensure that CSI becomes a routine activity, embedded within an organisation’s culture, rather than being viewed as a reactive concept.

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AGENDA

8:30am – Breakfast & Welcome
9:00am – The Service provider’s Work is never Finished – Aidan Lawes (former CEO itSMF)
10:00am – Coffee
10:15am – The Building Blocks for IT Service Delivery and Information Security Management, John Linkous, Governance, Risk and Compliance Evangelist, eIQ Networks.
11:00am – Product Demonstration and Close

PRESENTATIONS:

9:00: The service provider’s work is never finished - Aidan Lawes, FBCS CITP FISM
Service providers, whether in-house or external, must always be seeking to improve their offerings. It’s the only way they can remain the provider of choice for their customers.  In ITIL® V3, even greater emphasis is placed on this aspect of service provision than in previous versions.

Much has changed with V3, but also much has remained the same. In this session, Aidan describes how crucial CSI is to successful service management solutions and how it fits with the new philosophy behind the refreshed ITIL® volumes. He cuts through the hype and shows how you can deploy successful solutions.  About Aidan Lawes

10:15 The Building Blocks for IT Service Delivery & Information Security
Management - John Linkous, CISSP, PMP, Governance, Risk & Compliance Evangelist,eIQnetworks.                                                                                                   The need to automate the monitoring and reporting of compliance against internal/external SLA's, ITIL or other frameworks and ISO Standards has never been greater.

This presentation looks at how an Integrated framework can ensure organisations are able to measure and improve current levels of IT service delivery and Information Security Management whilst demonstrating the value of IT and meeting ever-increasing security threats.

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