Ian Clayton, Service Mgmt101, John Savage, Gen-Probe; Chuck Wysocki, McKesson, Heather Strickland, SH; Bill Powell, Zenetex
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