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Improving Communication Effectiveness & Establishing Trust
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 Export to Your Calendar 9/24/2020
When: Thursday, September 24, 2020
11:00 am - 1:00 PDT
Where: United States
Contact: Irma Shirvanian

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Improving Communication Effectiveness and Establishing Trust

Thursday, September 24th, 2020

11:00 AM – 1:00 PM PDT



Part I: Improving Communication Effectiveness  (Mark Galligan)

  • What tools to use when 
  • Improving important email writing
  • Improving clarity. Did you mean what you said?
  • Tips that you can use right now



Establishing Trust  (Russell Thyret)

In this session attendees will receive an overview of how to begin establishing trust with their organizations. The referenced organizations are typically well established, have an employee / staff count in excess of 1,000 people, have multiple business units or divisions, and have departments within their organizations that provide foundational services such as Facilities, Finance, Human Resources, Information Technology, Legal, and  Procurement.


This presentation will focus on how to become effective at “order taking” and how it will help your department, and its leadership take the first step in beginning to establish trust with the organization(s) it serves.


While this presentation is IT-centric, but the approach is applicable to other departments as well, and as these departments mature they will partner with other departments to better provide items and services to the organizations they serve. 


  • Overview of the “trust model”
  • Focus on request-service delivery in this talk
  • Generic Requests / Service Catalog Requests
  • Who we deliver items and services to?
  • How are requested items and services consumed?
  • What items and services we offer / where do we start?
  • Writing them down / offering them up
  • Establishing service levels
  • Elemental Items and Services / Compound Items and Services
  • Assuring delivery, Reporting and Sharing
  • Do I need to retool /reorganize to begin?  


The ITSMF organization and my background are all in Information Technology.  I will keep this






Mark Galligan

Mark has been an Information Technology professional for over 30 years.  Over his career Mark has held Executive, Management, Architecture, and Engineering roles.  He has been a practicing Service Management professional for over 15 years and has led 4 Service Management Programs.  He has assisted companies evolve and modernize their internal service delivery processes and mechanisms.  These efforts have resulted in operationally effective, efficient, and valued operating departments.  In addition to Service Management initiatives, Mark has led Data Center build, modernize, and move projects.  He has had a technical leadership roles in merger and acquisition efforts integrating teams, processes, and systems.


In addition to Service Management teams, Mark has managed Application Development, Infrastructure, and IT Operations teams.


Mark has been a sponsored speaker at: Gartner Data Center Conference, ServiceNow Knowledge Conference, Incident Resolution Summit, Southland Technology Conference, and various ITSMF LIG meetings.


Mark is a Principal for a Company named Simplicate-IT.  He has worked for a number of Fortune 500 Companies and Organizations in the Financial Services and Health Care segments of the US Economy.


At Simplicate-IT we work with organizations of 2,500 or more employees to improve business relationships through predictable and reliable Service Delivery.



Russell Thyret

Manager, ITSM RAND Corporation


  • 20+ Years managing people, people leaders, individual contributors and volunteers
  • U.S., Canada, U.K., France, Belgium
  • itSMF USA LA LIG Board Member
  • Coca-Cola, Macy*s and QSR Owner
  • Pasadena Tournament of Roses Director/Chair
  • IT areas of expertise
  • Process improvement
  • Service management
  • Asset management