ITSM 2010 and beyond

IT Service Management (ITSM) provides organisations with a tool to improve the quality of the service they offer, meet information governance objectives, increase productivity and customer satisfaction, reduce costs and achieve operational excellence. This workshop will empower you to do it well and to avoid the common pitfalls to successful world-class strategy implementation. It will also equip you to effectively synchronize IT operations with business objectives.

On the Agenda

Day 1
Managing IT as a Service
Developing an IT Service Management Strategy
Managing Availability and Service Levels
Managing Problems and Incidents

Day 2
ITIL v3 overview & news
Some practical advice & stories
Your success depends on your people - how to get them on board

Specific Outcomes

ITSM 2010 and Beyond will assist your IT department to realise the scope, scale and critical success factors for your IT services, transformation projects and to identify smart options that generate momentum. In addition you will learn how to gain stakeholder buy-in and give more traction to any existing ITSM projects, to make informed strategy decisions related to shared services, IT sourcing and governance. Learn more about:
• ITSM processes (design, implementation, monitoring and improvement)
• Continuous improvement, monitoring and control
• Process roles and responsibilities
• The benefits of ITSM processes
• SLAs and how they are used to implement and improve processes (Service Improvement Plans)
• Managing process chains from customers to suppliers

Who Should Attend?

• IT Managers
• ITSM Managers
• IT Project Managers
• IT Process Engineers
• Process Owners
• IT Directors
• Program Managers

Your Facilitator

Russell Steyn is a Certified Service Manager, holds ITIL Expert status and is the Managing Director of Foster -Melliar. He has over 15 years of experience in IT Service Management and has assisted organisations, both large and small with implementing, driving and improving service management initiatives as a Principal Consultant. Russell is a certified ITIL trainer and has trained many thousands of people across the world, and is a passionate educator. He has a keen interest in IT, ICT, Service Management, and the trends therein. Russell wrote the book "Information Security for business people - What the computer guy never told you", and co-authored "Managing Applications with Tivoli IT director". He has a background in Information Security Management, Content Management, Application Management, Systems management, and Service management. Russell currently serves as a Director on the board of the itSMFsa.

Date: 08 September 2010 to 09 September 2010
Venue: Foster-Melliar, Sunninghill, Johannesburg
Cost: R7 499 (R4 999 for SMEs and NGOs)