Best Practices in IT Service Management
MasterclassThis spring conference on 16 April 2009 will feature a number of well-known and reputable speakers from other countries. Prior to the conference, on 15 april there will be the opportunity to attend an exclusive masterclass (limited number of people) with Ian Clayton, Brian Johnson, and Ken Gonzalez: - Ian Clayton, Principal of Service Management 101, and author of the Universal Service
Management Body of Knowledge (USMBOK), innovator of the Lean Service Management
program (how to apply Lean Thinking to service management initiatives), and
pioneer of immersion simulators (whereby good practices are developed through
role-based simulations). Ian will conduct a workshop to illustrate how each
of these work discretely, and together to help design and operate a successful
service management strategy.
Masterclass and Best Practices café schedule - download programme 1000-1700 Including Lunch The masterclass offers you a unique opportunity to share views, insights on the latest developments in the (IT) Service management arena. But even more important it provides you with ideas for the near future: what are the choices available and to make, why choosing a certain route. This will be a unique session for only a limited number of participants. Lean Service Management™ Masterclass - How to Apply Lean Thinking to a Service Management Initiative Service management is a must do initiative for any service providers organization and a necessary transformational effort for an IT organization. The current economic climate has created the perfect conditions for a service management initiative to flourish, even lead the cost saving efforts based upon the original promise of improved quality and reducing costs through use of ‘best practices’. Yet, many projects face suspension, even extinction, some have already lapsed, unless they can respond to the immediate management pressure to deliver on specific promises. Use less resource, embody less risk, and deliver efficiency benefits through use of best practices – NOW. Simply stated, the traditional approaches of ‘process improvement’ and progressive advances through ‘maturity levels’, coupled with the mandatory implementation of an onerous best practice framework, are misplaced, and out of step with the need. A compelling alternative attracting significant interest involves the application of lean thinking. Lean thinking is a transformation method with its roots in manufacturing, that promises a self-funding, non-disruptive approach based upon the identification and elimination of waste, in short, specific improvement cycles. This one-day workshop explores through interactive sessions, a simulation, and team assignments, the fundamentals of lean, how it compares with the traditional approaches, and how to use lean principles to transform an existing or planned project into a highly effective initiative that delivers real benefits early and often. The workshop topics include: • Service Management 101: A refresher on the original intention and promise of a service management initiative (presentation and discussion) This is truly a ‘masterclass’ on how to design and sustain a pragmatic, successful initiative, and a ‘must attend’ for any service management professional in need of a leaner, more effective approach to a service management initiative. Venue Registration Cost Option 2: Special offer Masterclass & Conference day - € 895 (excl. VAT) - This option is for international attendees only!! Date/time: 15 April 2009, 10-17H
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