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Ohio Valley LIG | Practical Application of Service Management Concepts
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Join us Thursday August 21st for our next Ohio Valley LIG Meeting! We have a special treat this time around, as authors Suzanne Van Hove and Mark Thomas will be on-site to give an "action-packed" seminar focused around their book, "Pragmatic Application of Service Management: The Five Anchor Approach". Sign up now for what's sure to be a great learning experience and a lot of fun!

8/21/2014
When: Thursday Aug. 21st
From 11:30am to 3:00pm
Where: Miami University Voice of America Learning Center
7847 VOA Park Drive
Room 127
West Chester, Ohio  45069
United States
Presenter: Suzanne Van Hove and Mark Thomas
Contact: Rich Rouse
937-534-4398


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Join us Thursday August 21st for our next Ohio Valley LIG Meeting!  We have a special treat this time around, as authors Suzanne Van Hove and Mark Thomas will be on-site to give an "action-packed" seminar focused around their book, "Pragmatic Application of Service Management: The Five Anchor Approach".  Sign up now for what's sure to be a great learning experience and a lot of fun!

Here's a breakdown of the workshop we have planned, and a bio on the presenters:

Executive Summary

This workshop provides an applied and integrated view of COBIT® 5, ISO/IEC 20000-1 and ITIL®. Through the use of the author-developed “Five Anchor Approach” and a series of “caselets,” a very practical and easily deployable approach to improvement is the outcome. The authors of the best-selling book Pragmatic Application of Service Management: The Five Anchor Approach provide a practical view on the strengths and gaps of each approach and how all three, when used together, create a robust and comprehensive basis for a Service Management System (SMS). This workshop provides a published view on utilizing three of the most popular frameworks and standards together.

 

Motivation and Problem Statement

It’s time for Service Managers to stop the “bigotry” in Service Management – meaning the absolute focus on only one framework. Every framework has value but as one explores the framework of choice, the strengths and gaps start to emerge, thus requiring further review of other frameworks. This can be a difficult proposition because of the wealth of information available – how does one find the time to review it all? There has not been any literature that assists the Service Manager in mapping multiple frameworks until now. For the first time, COBIT 5, ISO/IEC 20000-1 and ITIL are assessed and analyzed as unit to provide a more comprehensive view of best practice. The ability to meld multiple frameworks and standards increases their value exponentially.

 

Approach

Van Hove and Thomas created the Five Anchor Approach to support the enterprise-wide view of an IT organization and the services delivered. To support this approach, the use of COBIT5, ISO/IEC 20000-1 and ITIL and their associated improvement models were mapped so one can easily find their individual strengths leading to a solid and integrated SMS. This approach is demonstrated via caselets – real-life situations that we have all faced. In applying the Five Anchors to the caselet an improvement theme and supporting best practices emerge.

 

Results

A succinct view (and mapping!) of how COBIT5, ISO/IEC 20000-1 and ITIL can be used together to assess a situation and create a comprehensive improvement plan. Secondly, the intent of this workshop (and book!) is to encourage the Service Manager to think differently – leverage the strengths of these approaches, mitigate the inherent weaknesses and create the SMS that allows the organization to realize the value needed.

 

Conclusion

This works leads to an immediately executable approach to developing a Service Management System (SMS) that utilizes the “best” of COBIT5, ISO/IEC 20000-1 and ITIL. As one becomes more comfortable with the approach and utilizing the mapping information, integrated “solutions” become the norm.

 

Short Biography – Mark Thomas

Mark Thomas is a nationally known ITIL® and COBIT expert with more than 20 years of professional experience, and leadership roles from CIO to Management and IT Consulting. Mark has led large teams in outsourced IT arrangements, conducted PMO, Service Management and governance activities for major project teams, managed enterprise applications implementations, and implemented governance processes across multiple industries. Mark's industry consulting spans the health care, finance/banking, manufacturing /distribution, services, high technology, and government verticals. Additionally, Mark has forged a reputable competency as a consultative trainer and speaker in several disciplines receiving exemplary evaluations.

 

Short Biography – Suzanne D. Van Hove, Ed.D.

Dr. Van Hove owns and manages a 15-year old Service Management-based company. Previous life experiences within sport psychology and the educational profession clearly enhances her Service Management practices. One would be hard pressed to find a professional vertical she has not touched. Dr. Van Hove is an adjunct professor at Indiana University, continues to promote professionalism within Service Management and is a former Board Member of itSMF USA (2009-2012, Knowledge Management). Suzanne has written numerous presentations, papers, blogs and two best-selling books. Dr. Van Hove was awarded itSMF USA’s Industry Knowledge Contribution Award in 2011 and  Lifetime Achievement Award in 2013.

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