ITIL Process Governance, Service Levels and IS Service Health

Presented by

Sarah E. Toms, Service Support Manager, Almac, Partnering to Enhance Human Health (

About this talk

Once an ITIL based process is implemented with all the underpinning requirements of documentation, training, communication and tools, questions quickly start to arise about how to assess and govern the process in a way that makes sense for both IT and business audiences. Developing an assessment and reporting strategy can be a large undertaking where it’s easy to get lost in the data. However, IS has a responsibility to govern their processes and provide transparency to the business regarding service level attainment and IS service health. Sarah Toms, an ITIL certified practitioner, has been steadily implementing ITIL based processes in Almac since early 2007. This roadmap has included a robust methodology for IT governance which aligns service level agreements, critical success factors and key performance indicators to provide process and service health dashboards. In this session, the presenter will provide an in depth review of this proven methodology which provides both IS and business stakeholders with meaningful assessment and analysis of ITIL process and IS service health.

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