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1. Business ServiceManagement 2. Lots of informationMonitoring ServiceDesk 3. DatacontexttraceabilityInformationWho, what,when, where?KnowledgeHow?WisdomWhy? 4. DatacontexttraceabilityInformationWho,…
1. © Macanta Consulting 2013 Balanced DiversityKaren FerrisDirector, Macanta ConsultingBalanced DiversityWhich Practices for Which Change? 2. © Macanta Consulting 2013…
1. Bomgar Product StrategyCompany Overview 2. Bomgar Product Strategy200Fatalities Per Yea 3. Bomgar Product Strategy1% Of Breaches in Study47%Of Breaches in StudyPhysical…
In ITSM IT ops we tend to consider the Agile movement as a threat. Not as an opportunity. I will prove that this attitude is wrong. I have practical examplescases…
1. Leading ITSM using Agile Ian Jones IT Service Management Team Leader Suncorp Business Services 2. Outcomes Suncorp Business Services • Brief overview of Agile’s Scrum…
1. Ian Aitchison ITSM Product Director, LANDesk Software @IanAitchison Approaching the Event Horizon 2. Putting Big Concepts Together for better ITSM 3. Are We Running Out…
1. 75% of respondents find self-service to be convenient. 67% prefer self-service to speaking to a supportrepresentative. 40% go on to calling support after they’ve…
8/11/2019 Sieber s 2008 1/29 1Enhancing Productivity: The Role ofManagement PracticesPeer-Olaf Siebers1, Uwe Aickelin1, Giuliana Battisti2, Helen Celia3,Chris Clegg3, Xiaolan…
Supporting information literacy and study skills with Open Educational Resources (OER) Vivien Sieber & Miriam Tarron Who has used OERs? Open Education & OER MIT Open…
The key to a more efficient and reliable service delivery is spelled automation. The advantages are many, it not only reduces resource utilization, eliminates human error…
1. 1© 2013 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International…
Many organisations know about this thing called IT Service Management and hear consultants claiming to have the come up with THE silver bullet to take away all your pain.…
1. 7 Steps to ITSMGoodnessTFT13 2. ITSM Goodness7 steps tosuccess… 3. #ITSM Goodness• Customers see ‘Incidents’ as accidents, ‘servers’ as waiters and“architecture’…
!"#$%#&%'($#)"&%'$*%"&+%,-.*-$/ '-*01$2345%617%8#/9/$%"&+%:$"&;%!/$$/ e x h i b i t i o n preview in African Art…
There's been a lot of talk about Digital Strategy and Creative -- what they are, who implements them. This is my take on what I describe as Creative Strategy -- where…
Social objects are the foundation of social networks. They're a core principle to understanding how and why people interact and the pillar of a creative strategy.
1. Skills Portal with OER Vivien Sieber 2. UndergraduatesTaught MastersDoctoral Students No staff time or budget allocated Skills Portal 3. Search Evaluate (± 800 items)Download…
Microsoft Word - References_NS_eng_20-02-04.docx30 YEARS PROFESSIONAL EXPERIENCE IN TRANSPORT ECONOMICS, EVALUATION AND RESEARCH LIST OF REFERENCES Research and Studies........................................................................
Service Management has had a global standard since 2005 Uptake is now rocketing in many parts of the world I think of ISO 20000 as the essence of great service management…
1. @simonejomoore @hdaa1 simone jo moore Communication waves 2. @simonejomoore @hdaa1 Stay connected… @simonejomoore #tft13 @hdaa1 #knowITSM 3. @simonejomoore @hdaa1 Agenda…