10 Commandments of IT Service Management Valdis Stokenbergs Chairman of the board it. SMF Latvia
Follow 10 Commandments! 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Define clear vision Review existing company infrastructure Evaluate current project plans Read about known difficulties of implementation Establish momentum Recognize existing tools, processes and skills Use external skills and resources Develop corporate culture Training Join it. SMF Source: Planning to Implement Service Management
Use best practice! “An industry accepted way of doing something that works. “ Aidan Lawes, ex. CEO it. SMF “A proven activity or process that has been successfully used by multiple organisations. ITIL is an example of best practice. ”
Speak common language! understanding micom ication mu un comm nication mi Business Service Provider IT and Business maturity
How to keep going? What is the Vision? Where are we now? How do we keep the momentum going? Where do we want to be? How do we get where we want to be? How do we check our milestones have been reached?
Measure! If you don’t measure it, you can’t manage it. If you don’t measure it, you can’t improve it. If you don’t measure it, you probably don’t care. If you can’t influence it, then don’t measure it. Source: Introduction to ITIL®
it. SMF Latvia • • • Why to join? Who are the members? What are the benefits? Who are welcomed? When ? Official launch - 31. 05. 2007
Worldmap • Organizations – – it. SMF ISACA EFQM others • Standards/Best practices – – – – ITIL ISO 20000 ISO 9001: 2000 Balanced scorecard Six. Sigma COBIT others
Read more! • ITIL – http: //www. itil. co. uk/ • ISO 20000 – http: //www. isoiec 20000 certification. com/ • it. SMF International – http: //www. itsmf. org • it. SMF Latvia – http: //www. itsfm. lv/ • EFQM – http: //www. efqm. org/ • ISO 9001: 2000 • – http: //www. iso. org Balanced scorecard (BSC) – http: //www. balancedscorecard. org
Thank you !
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