Modern IT Service Management – what is it and what can it do for me?
by David Pultorak
The landscape of IT has changed under our feet over the past few years. What had been a set of bleeding edge pipedreams—the cloud, modern server, network and storage hardware and virtualization capabilities, modern applications and platforms, and work practices—are more and more common and core to what we do and deal with on a daily basis as IT professionals. ITIL is a framework for understanding and managing IT end to end—strategy, design, transition, operation, and continual improvement—and is useful for understand the “what and why” of IT. This interactive session will cover ITIL, and facilitate a discussion of how the changes in the landscape of ITIL affect the “how” of managing IT—to explore interactively what “modern” looks like for IT service management. Participants should walk away with some ideas for improving IT end-to-end in the new landscape, for themselves, their teams and their organization as a whole.
David Pultorak, ITIL Expert, MCSE, MCT, MCP, is founder and principal consultant of Acceleres, a leading provider of Microsoft® System Center Service Manager implementation and training, and Pultorak & Associates, which provides ITIL® and MOF consulting and training. David is a recognized leader in the field of IT Service Management and System Center Service Manager, having more than 24 years of IT experience, having completed a leading number of IT Service Management and System Center Service Manager implementations, and having contributed to IT Service Management, ITIL, MOF, and COBIT.
David's most recent books are Microsoft Operations Framework (2008) and the ITIL Foundation Exam Study Guide, 2011 Edition (2011).