Dest:ISO/IEC 20000:Getting Started–Planning & Preparation

The itSMF USA ISO/IEC 20000 Special Interest Group invites you to join the journey to “Destination ISO/IEC 20000”. During this second event the participants will learn about setting up a business case for ISO/IEC 20000 certification, determining the key stakeholders of the certification program, how to obtain commitment from management, build awareness and establish an ISO/IEC 20000 project or program team.

Recorded Aug 19 2010 62 mins

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ISO/IEC 20000 SIG Appointed Contributors

Presentation preview: Dest:ISO/IEC 20000:Getting Started–Planning & Preparation

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itSMF USA

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Brian Newcomb and Edward Gray

In this webinar, Brian will introduce the Standard+Case approach and discuss benefits for both IT and non-IT service providers.

Description: Service Management best practice describes many different situations that a provider must deal with. Incidents, Problems, Requests, Events, Changes – all with best practice processes of their own, but while these distinct classifications provide clarity of measurements they can also get very confusing for first line resources handling the majority of customer contacts. The Standard+Case approach can complement best practices while leading to a more efficient adoption and understanding by service provider staff.

Brian Newcomb is the Director of Technology, Process, and Data Solutions within the Office of Human Resources at The Ohio State University. His team is responsible for aligning HR information systems and related technology with business processes while delivering the data required to drive business decisions. Brian has worked in technical, leadership, and consultancy positions over the last 20 years and has led numerous IT Service Management initiatives and organizational transformation efforts. Today, Brian uses this experience along with industry certifications in ITIL, CobIT, and LeanIT to promote process improvement, maximize value, and foster a customer centric culture.

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The presentation today will focus on the issues facing Security and Risk Management teams and how ITSM teams can provide solutions.

Jenny Geisler is a Senior Consultant and Security Capability Leader with Aeritae Consulting Group, Ltd. She has her ITILv3 Master’s certification and has more than 20-years’ experience working on projects focused on governance, process, controls and compliance for many of the Minnesota-based Fortune 500 companies.

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