Jobs    Everything

Select a Metro Area
When:
June 6, 2013 @ 8:30 AM – 12:00 PM America/New York Timezone
2013-06-06T08:30:00-04:00
2013-06-06T12:00:00-04:00
Where:
Signature Grand, Davie
6900 West State Road 84
Davie, FL 33317
USA

Click here to register

Joint meeting with itSMF on Service Catalog.

Many people confuse the Service Request module of many software tools with the true intent envisioned for the Service Catalog. While the former is a critical component of efficient day-to-day IT support operations, the latter is a key component linking many ITSM best practices.

This presentation will clearly distinguish the Service Catalog, Service Offerings and Requests while providing you an opportunity to participate in defining Services and the Service Offerings for a case study organization.

The end result will be the ability to create an automated Service Catalog that describes your live services and which contains all the requests associated with these offerings.

You will leave this session with the following benefits:
• A complete understanding of a Service Catalog and its relationship to other processes
• An understanding of the difference between the Service Catalog and Service Request Catalog
• Practice in building an actual Service Catalog
• Understanding of important concepts in the design of a CMDB (Configuration Management Database) and Service Request Catalog
• The role of Service-based financial and service level agreements in managing demand and capacity, as well as operational costs

Featured Speaker/Facilitator

Phyllis Drucker
Business Process Consultant
Linium LLC

Phyllis Drucker is an innovative and focused professional with more than 20 years’ experience in Business/IT Strategy, IT service management, governance, customer service and support, process design and implementation, project management and team building as well as experience in running a business. ITIL® v3 Expert Certified, Accredited ITIL® Trainer, accomplished and experienced speaker and writer on Service Management, Metrics and Service Desk.

Come and meet your peers and share/exchange ideas of your Service Catalog implementations or plans, seats are limited and this is a free event open to IT professionals, registration is required to attend.