Kansas City IG: ITSM in a Multi-Model Environment

Presented by

James R Howard, General Dynamics

About this talk

This presentation will provide insights into the use of ITIL leading to ISO/IEC 20000 certification. The discussion will also touch on CMMI for Service and COBIT. James Howard, General Dynamics Information Technology Jim has been with GDIT for 40 years, more than 30 of which have been involved in Service Management. The last 6 of which as the ITSM Program Manager. His varied assignments have included 18 years in Europe and 8 in Hawaii. He has spoken frequently at government conferences and this year’s Pink Elephant Conference in Las Vegas. Jim holds a number of ITSM certifications including: •ITIL v2 Service Manager and ITIL v3 Expert •ITIL v3 Service Operations, Operational Support & Analysis and Release Control and Validation Intermediates •Certified Process Design Engineer (CPDE) •Certified ISO/IEC 20000 Consultant/Practitioner/Auditor •Accredited Instructor for the above certifications •COBIT Foundations

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