Ian Clayton is an ITSM industry veteran who co-founded itSMF, authored USMBOK, will share real-world lessons learned from coaching hundreds of companies who moved to a winning service perspective. Paul Chapman, VMware’s Vice President Global Infrastructure & Cloud Operations, led VMware’s own IT service delivery transformation based on cloud infrastructure capabilities and will talk about the millions saved and development accelerated via this transformation.
Outside-in thinking is needed to give IT a winning strategy. But inside-out leadership is required to make the changes that enable successful execution. Listen to this webcast to get real advice on what it takes for you to successfully deliver IT as a Service in the cloud era.
Many believe an IT service catalog is a vital element of a successful service management strategy, representing the capabilities and image of the IT organization. There’s no lack of seemingly sound advice. Then why is it the catalog is all too often where the service experience begins and ends, badly for the customer? What is the secret to a well-designed service catalog? Does it really require you to define your services at the outset? What is the customer’s role in a design?
In this presentation we shall explore how successful service businesses approach designing a service catalog customer love to use, including:
The 5 common mistakes with traditional IT service catalogs initiatives;
The role of a catalog in the customer’s service experience;
The relationship between a service portal, knowledge base, fulfillment process, and the catalog.
A Service Portal is typically a website that hosts service catalogs, request catalogs, related content, feedback methods supporting ideas and complaints, and shopping cart styled order fulfillment procedures. It also acts as the public face of a service business or service provider organization, such as an IT department.
Traditional IT Service Management initiatives call for some of the elements of a portal to be developed, such as a service catalog, and it’s been habit to design and develop these from the inside-out, from the perspective of the provider, with negative consequences to the customer experience, IT brand image.
In this presentation we shall explore the approach used by successful service businesses in designing a service portal from the outside-in, from the perspective of the customer, ensuring ease of use and a suitable service experience. Other topics will include:
- Common mistakes and myths associated with ‘service catalogs’;
- The functional elements of a service portal and the five design planes;
- The key concepts of persona, consumer scenario and story in portal design;
- The role of a ‘service safari’ in understanding the basic needs of customers;
- How to configure the portal with a knowledge base and request management capability;
- The organizational consequences of an outside-in approach.
YaSM (Yet another Service Management Model) provides guidance ("best practices") for service providers. There are various guidelines in this area already, but we learned from our customers that many find them too complex and would welcome something simpler that makes it easier for them to get started. So we looked into the most popular frameworks and standards such as ITIL, COBIT, USMBOK, CMMI-SVC and ISO 20000, and created a new, streamlined, framework that captures the common thinking behind the existing guidelines.Read more >
Title: The CSI Bucket List: Key Ingredients of a Successful Continuous Improvement Program
Abstract: Six Sigma, Lean, Plan-Do-Check-Act, CMMI, TQM, and now CSI there is no shortage of methods when it comes to improvement. In this session, join Ian Clayton, author of the Universal Service Management Body of Knowledge (USMBOK), and co-author of the Service Management Manifesto(tm), on an exploration of the common 'must-do', 'how-to' the 'when-to' and 'not to' of continuous improvement, and how they can help form a 'bucket list' for service improvement.
Join Ian Clayton, author of the Universal Service Management Body of Knowledge (USMBOK), as he discusses how successful service businesses use 'Outside-In' thinking to manage the support experience.
- The role of incident and problem management in the customer complaint lifecycle
- Three pillars of service support management
- The service support experience in the service society
- Outside-in thinking and the excellent support equation
- Transforming problems into opportunities to improve
Warning! If you are working in the IT industry the definition you might be using for ‘service management’ may be wrong, very wrong. Unfortunately, some professionals are discovering, too late may I add, the traditional definitions of IT Service Management (ITSM) and Business Service Management (BSM), are but a fig leaf for the re-engineering of IT practices, and installation of replacement software, more aligned with vendor strategies than customer needs.
For example, did you notice the latest edition of the popular IT Infrastructure Library (ITIL) redefines business service management as something entirely different from the definition used by the BSM community, and explains anew IT service management?
Have you ever heard of the names Normann, Levitt, Bitner, Chase, Gronroos, Ftizsimmons, Pine, Kotler, and Pine?
Does your favored definition explain the service concept, and how customer expectations, experiences, and levels of satisfaction are managed as part of a service management system?
Does the approach recommended start from the outside-in, favoring customer needs? If not, I just hope you look good naked.
Join me, Ian Clayton, author of the Universal Service Management Body of Knowledge (USMBOK), on a detailed exploration of the origins of service management, the strengths and weaknesses of common IT frameworks, with an added emphasis on ITIL 2011 Edition, and the four key elements of a successful program.
In this session, Ian Clayton, author of the Universal Service Management Body of Knowledge (USMBOK) will explore with a panel of peer professionals the common definitions of IT service management, the role of frameworks in developing a blueprint for an ITSM initiative, the difficulties involved and how they can be overcome, and the possible disruption to plans by emerging trends such as cloud computing and ISO 20000.
Moderator: Ian Clayton: Principal, Service Management 101
John Savage: Sr. Mgr, IS Business Applications, Gen-Probe
Chuck Wysocki: ITSM Process Architect & ITIL V3 Expert, McKesson Corporation
Heather Deane Strickland: Strategist, Spectrum Health
Bill Powell: Service Mgmt Executive, CGEIT, ITIL Service Mgr, ITSMM, DSM, Zenetex
The rules of business have changed. We are truly in the service experiential economy, where service providers can differentiate themselves by the experience they offer a customer interacting with their products and services, and their organization.
Many organizations have turned to ‘service management’ theory to help them transform the IT department into a service provider organization, delivering and supporting information systems as a service. Meanwhile, the trumpeted benefits of ‘Cloud Computing’ are making the business pulse race with anticipation of more agile and affordable information technology options, and use of information systems as a utility.
For now, industry analysts, thought leaders and vendors concur most IT organizations face a hybrid cloud environment, involving a combination of service infrastructure hosted and managed externally, in a ‘public’ cloud, and internally, in a ‘private’ cloud by the introduction of cloud service management practices.
A recent survey of more than 2,000 CIOs confirmed they expect to adopt new cloud services much faster than originally expected. Many also see this as the opportunity to re-imagine how IT is organized as a service organization in a cloud dominated universe.
In this session, Ian Clayton, author of the Universal Service Management Body of Knowledge (USMBOK) will explore the long lasting impact of cloud computing on traditional IT service management theories, and offer a manifesto for the next generation of service management designed to help IT professionals ensure initiatives, practices, and education programs are Cloud sensitive and customer relevant.