Outside-In Techniques for Business Process Management

Presented by

John M. Worthington

About this talk

Building a Business Catalog of services and effective portfolio management requires an understanding of how the business serves external customers. In June's web cast, we'll see some of the techniques used in the Customer Expectation Management method, and how you can apply outside-in thinking to establish a business a lane for your ITSM Road Map.

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This channel focuses (for the most part) on how IT infrastructure performance monitoring and management can be an enabler of ITSM adoption. It is part of logging the savage journey on a road to IT service management excellence... once a month for 30 minutes.