How Can We Implement IT Service Management Best Practices?
An Interactive Presentation and Discussion with Dr. Mildred H. Struck, Multithreads
PRESENTATION When an organization decides to "catch the wave" and implement IT Service Management best practices, the challenges can be many. Typical reactions from people in the organization run the gamut and can be described as:
Excited (lets go!) Challenged (should be interesting, how can we make it work?) Threatened (whose idea was this, mine right!) Nervous (how will this fit for me, can I do it?) Angry (why is this being shoved at me?) These are some of the typical reactions. The question is, how do we deal with it. If we take the approach that this is an implementation that has value for the organization, how do we make it work. The focus of the discussion is just that, how do we make it work. We will draw on the experiences from three different types of organizations and approaches and discuss what worked and what did not work for implementation.
The format for the session will combine presentation and open discussion. The audience will be encouraged to bring their own experiences into the open discussion. The presenter will capture the notes from the discussion and publish them back out to the attendees after the meeting.
Time:8:00am 11:00am Place: IBM 590 Madison Avenue Conference Room 12-1219 New York, NY
Agenda: 8:00am - 8:30am......Networking
8:30am - 8:45am......Welcome & Announcements
8:45am - 10:30am.....Presentation & Q & A
10:30am - 11:00am....Wrap-Up & Networking
Beverage service will be available
BIOGRAPHY Dr. Mildred H. Struck has over 27 years of experience in IT. She earned her Manager's Certificate in IT Service Management in 2004 and her ISO 20000 Consultant certification in the spring of 2006. Since establishing Multithreads in October 2005, Dr. Struck has been developing and teaching both ITIL Foundations and IT Service Management classes, and consulting with IT organizations on ITIL implementations. Dr. Struck was recently elected to the ITIL Foundations Version 3 Syllabus Advisory Board.She also teaches for two New England universities in MBA and Master of Technology in Education programs. Multithreads LLC is accredited by EXIN and ISEB. Prior to starting her own business, she started with Digital Equipment Corporation in 1981 and stayed with Compaq and HP until October, 2005. Through those years, Dr. Struck worked in customer support, software engineering, and network engineering. Her work included:
Developing and delivering training for field engineers on new technologies
Developing standard delivery models for individual services
Managing engineers focused on testing and/or delivery model development
Writing software manuals
Dr. Struck is a graduate of Rhode Island College, Springfield College, and she earned her Ph. D. from the University of New Hampshire in 1996. Her major at UNH was Education with a concentration in Curriculum and Development. She earned her Manager's Certificate in IT Service Management in 2004 and her ISO 20000 Consultant certification in the spring of 2006.
RSVP by Midnight September 23rd
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