Service Desks and corporate governance

Presented by

Barclay Rae

About this talk

With many organisations developing their service management into wider corporate operations – i.e. using (ESM) Enterprise Service Management – the focus of overall corporate governance and management has regained importance. As teams work more closely together there is a renewed need to ensure that (1) these are moving in accordance with business goals and (2) that this is being monitored and managed in real time. Governance shouldn't be thought of as simply a dull ‘control’ facility. Instead this is about ensuring that the organisation plans and adjusts its ways of working and performance in accordance with strategic goals. The service desk operates in the centre of this corporate enterprise and its value and contribution to corporate governance continues to grow. This session focuses on the need and value for governance and how the service desk contributes to this.
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Barclay Rae has delivered practical consultancy services since 1994. He is a co-author/architect of 3 recent ITIL publications: ‘ITIL Practitioner’, ‘ITIl4 Foundation’, plus he was lead editor on the ITIL4 ‘Create Deliver and Support’ publication. He is also a co-author of the Service Desk Institute (SDI) standards. Barclay delivers workshops, consultancy, audits, reviews and training services to organisations to help them quickly achieve real success and value from IT. All the content on this channel provides practical, simple and effective advice and guidance on achieving business value from IT services.