Table of Contents
“The ITSM Blueprint - Running IT as a Business Within a Business”
Don’t Touch that Remote!
Winds of Change
IT Service Management Cycle
IT Service Management Cycle
IT Service Management Cycle
What Did You Do For Me Today…?
“What Would We Do Without You.?”
The “Golden Rule” for IT
The “Golden Rule” GAP
Elements of an IT ‘Business”
Levels of Service
Repositioning and Reshaping IT
Blueprint for Success -Healthcare?
Objectives of ITSM
The ITSM Blueprint
Key Enabler: ITSM Strategy
Key Enabler: Value Chain Thinking
Key Enabler: Trickle-Down Planning
Organization vrs Process
Are We There Yet…?
ITSM Implementation Cycle
Typical Timeline & Cost
Second Pass Process Improvement
Result - ITSM in Action
Summary
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