Presentation - Warren Dakin - SYSOP

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


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


• 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


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


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


IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL) “Service Management Processes”“Service Management Processes”


IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)What is its aim?What is its aim?

To move from this stateTo move from this state To this stateTo this state

We d Love ToHear From You!


Service Management QualificationsService Management Qualifications

Foundation Certificate

Foundation courseFoundation exam

Manager’s Certificate

Manager Training coursesManager exams

Practitioner Certificate

Practitioner course(s)Practitioner exam(s)


Growth in Service Management Growth in Service Management training and qualificationstraining and qualifications

• qualificationsFoundation exams

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Manager's Certificate

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Growth in Service Management Growth in Service Management training and qualificationstraining and qualifications

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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


What comes after the training?What comes after the training?


• Any Questions?

IT Service ManagementIT Service Management

Presentation - Warren Dakin - SYSOP

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Transcript of Presentation - Warren Dakin - SYSOP