ITSM Implementations - Patterns, Trends and Lessons

Presented by

Dhiraj Gupta, Professional in Service Management (PSM) ITSM Process Architect, Progressive Insurance

About this talk

In this presentation, Dhiraj presents a thorough analysis of current patterns and emerging trends in ITSM Implementations. Specifically, Dhiraj discusses the reasons ITSM implementations are initiated, where ITSM lives within the IT organizations, the structure of the team delivering the project and various models for implementation. Additionally, Dhiraj presents the following six key lessons learned thru his years of extensive experience in ITSM implementations. 1.Adoption OVER Invention 2.Process AND Tools 3.Integration NOT Siloed Optimization 4.Continuous Improvement NOT Perfection 5.Benchmark against Peers and 6.SCOPE, SCOPE, SCOPE

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