mproving service delivery through IT Service management standards

by Dr Sy Holsinger (EGI-Engage)

Friday 5 Jun 2015, 08:00 → 09:30 Europe/Rome

250 (INFN edificio C)

 Any organization that provides IT services must provide and maintain high quality, valuable services that meet customer needs as well as deliver them as efficiently and effectively as possible. In order to do so, requires a well-structured approach to IT Service Management (ITSM).

This seminar is specifically structured around the lightweight service management standard called “FitSM”. FitSM is compatible with the ITIL framework and ISO/IEC 20000 standard, but intended to be a more pragmatic approach that is easier to implement in providers new to ITSM, SMEs and start-ups, federated scenarios, the research and academia sector and other situations where ITSM is not heavily adopted.

The seminar will provide a clear-cut view regarding the benefits and challenges of service management, the requirements based on international standards and best-practices, concrete support available in terms of templates, guides and tools useful in implementing ITSM as well as a formal training and certification scheme.

This is of interest to all anyone involved in the provision of IT services, from operations staff to managers.

The FitSM standard and the training and certification program have been produced by the FedSM project, which is funded by the European Commission to bring improved service management to several infrastructures, including EGI.