ISO/IEC 20000: How Standards Can Drive Cultural Change

Presented by

Timothy Currie, Managing Director, Fruition Partners

About this talk

Being an ISO/IEC 20000 project manager is a bit like conducting a symphony while you’re still writing the music. ISO/IEC 20000 certification is a Herculean task, which can only be achieved through diligence and cultural change across the entire IT organization. This session will present a case study of an organization striving to bring about cultural change through the implementation of ITSM best practices. The session will serve as a reference for mapping ITSM/ITIL best practices to the ISO/IEC 20000 standard. For each program area, Tim Currie will outline the strategies employed, the successes and struggles, the lessons learned, and the journey through continuous service and process improvement. Tim Currie is the Managing Director at Fruition Partners, and ITSM and Cloud Development company. Tim is a senior ITSM thought leader with over twenty years of experience advancing ITIL best practices, service management and cloud adoption. He formerly served as the service manager at the computing division of Fermi National Accelerator Laboratory in Batavia, IL, where he was responsible for an ongoing initiative to implement ITIL best practices and establish the Service Management program office. As a certified ITIL Expert/v2 Service Manager and ISO 2000 Professional, Tim was also responsible for driving the ISO/IEC 20000 certification project and implementing a successful continuous process improvement program at Fermilab.

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