The 6 Service Management Tools

David Royston, CEO, Royston Consulting
CIO’s must also keep the lights on. Many CIOs dream of being the reference person for Business Processes, Information Management and Innovation. Fine, but beforehand they must deliver consistent daily service. Reality check: this means, using charge-back fees that actually reflect IT usage, outsourcing in a non-biased way, managing suppliers with precise and aligned Service Level Agreements and communicating with the board with understandable IT Policies.

Only 6 documents are needed, the trick is to define them with sufficient detail and do it in a specific order. Join David Royston to hear how this is can be achieved.

After obtaining an MSc in Computer Science from Geneva University in 1987, David Royston joined Switzerland’s largest IT service company: Fides Informatique. In 1993 Mr Royston was hired by Swiss TV in Geneva as their first CIO. For 7 years he led the digital revolution, delivering innovative and reliable solutions such as a new digital newsroom, a computer aided broadcast facility and the first European ATM video network. After obtaining an MBA in 1999, David Royston was hired as a Director at Unicible, one of Switzerland’s major IT service companies.

While working in the latter position, Mr Royston realized how difficult it was for clients to negotiate with experienced suppliers. As a result, in 2002, David Royston founded his own consulting firm with a sole aim: to help companies to deal with their IT service suppliers. David also writes regularly in Business papers such as AGEFI and Banque & Finance.
Apr 15 2010
49 mins
The 6 Service Management Tools
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IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.

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