HOW TO ASSESS AND IMPROVE YOUR PROBLEM MANAGEMENT PROCESS
Please join the Problem Management SIG for a BrightTalk Session on “How to Assess and Improve Your Problem Management Process”, scheduled for 2PM EST on Thursday, April 30, 2015.
Today, IT processes form an essential part of the infrastructure of most companies—who rely on them as a base for everyday operations. By assessing the state of their IT processes and their readiness to cope with challenging situations, IT organizations are more prepared to provide value to the business and outstanding service to their customers.
This presentation will offer guidance on using the ISO/IEC 15504 Assessment Methodology to conduct a maturity assessment of your Problem Management Process as part of your Continual Service Improvement (CSI) initiative.
With the goal of achieving continuous improvement of the Problem Management Process, ISO/IEC 15504 offers a structured methodology for process baseline and follow-on assessments. As a flexible assessment solution, which can be adapted to a company of any size, an assessment using the ISO/IEC 15504 methodology provides the first step in a Continual Service Improvement initiative.
TED GAUGHAN BIO
Ted has over 30 years of experience in IT engineering, operations and program/project management, and is an ITSM Practice Lead with TechnoLava. He holds certifications as PMP, ISO/IEC 20000 Consultant, ITIL Expert, Process Design Engineer (CPDE), TIPA Lead Assessor, IT Project+ Professional, and COBIT Foundation.
He leads client engagements in IT process assessments, process consulting and optimization, organizational strategic development and enterprise service assurance - to include achieving and maintaining ISO/IEC 20000 certification. Ted is co-author of “The Definitive Guide to IT Service Metrics” (the first publication offered in the itSMF Thought Leadership series), the “Control Account Manager’s Handbook – An Earned Value Management Best Practice Reference” and “Building Security: Strategies & Costs.”
Please register for the event at: https://www.brighttalk.com/webcast/845/153151