Malcom Fry gave this talk. He is really funny and an engaging speaker. His talk overlapped with the previous day's "IT Strategy--the Key to Getting Executive Support." Here are some random notes from his talk:
- you can aim for 100% uptime, even though you won't hit it. how would you feel if airlines said they would only crash 0.1% of the time?
- there is a strong overlap between "customers" and "users". Malcolm Fry called this "cUStomERS" (i.e. the word "user" is in the word "customer")
- Customers might agree to service levels but users fill out surveys.
- IT support groups can also be customers
- Customers must be involved on day 1 of a service management effort
- Understanding the culture helps, e.g. a manufacturing company called incident management "defect management"
When talking with customers about service management you should have
- example service portfolio
- service catalog
- SLA examples
- service request examples
- example customer reports
This helps the customer understand what you're talking about.
His steps for rolling out an IT strategy are
- identify IT Service Management policy
- prepare policy document/marketing brochure
- identify customers, IT teams, and users
- develope ITIL induction presentation
- Contact customers to set up presentation
- Present
- Act, then repeat steps 3-7
- Summary report
- Build implementation plan
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