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Tuesday 10th November 2009 |
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Stream |
Tips & Techniques |
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Time |
10.05 - 10.45 |
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Title |
Service Catalogue Management - Lemming or Leader |
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Presenter |
Tony Gannon, Red Badge Ltd
Peter Burgess, Independent Service Management Consultant |
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About the Presentation |
In the latest iteration of the ITIL guidance, the profile of Service Catalogue Management is raised to a significant level and a process its own right. However, deeper guidance on how to achieve it and experience of success remains sparse to say the least. The extent of your success with implementing service catalogues will depend on whether you want to be a Service Catalogue lemming or a Service Catalogue Management Leader. This presentation will discuss the wider context of Service Catalogue Management from the perspective of individuals who have successfully implemented differing types of service catalogues in differing organisations. It will discuss the key challenges that are faced as you define, scope and solution an increased Service Catalogue Management Capability and seeks to share a proven approach to success. |
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About the Speaker |
Tony Gannon
Tony Gannon is an experienced Service Management Practitioner with 30 years experience of working with Information technology based services. In recent years Tony has built a reputation for adopting a pragmatic approach when helping organisations to implement, better understand, or improve their Service Management capability. He was a contributing author to ITIL V2 publications and is currently involved in authoring some of the V3 complimentary guidance being created. He has extensive experience of the sometimes painful process of dealing with the both the hype and the reality when implementing a working Service Catalogue.
Peter Burgess
Peter has 33 years IT experience, over 20 years of which have been within Service Support and Service Delivery. He has been involved with both the direct delivery of service to a number of Businesses and also through a variety of 3rd party outsourced arrangements ensuring both service quality and value for money in all cases. Having worked on "both sides of the fence" so to speak, he brings a wealth of knowledge to the general area of Service Management. He is now managing a number of key service management initiatives as well as tutoring on ITIL across the UK. |
