Service Level Management – Putting SERVICE back into ITSM

Presented by

Matthew Neigh, Cherwell Software

About this talk

Ask the average IT person about ITIL and the first things that come to mind are Incident Management, Change Management, CMDB and the likes. The fact that ITSM is all about ‘Service’ and customer-facing versus internal-focused seems to sometimes be ‘lost in translation’. So how does IT put the ‘Service’ back into IT Service Management? Join Matt Neigh for a look at Service Level Management (SLM) and learn how you can begin to improve business aligned IT Service quality…and put the SERVICE back into ITSM!

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