10 Commandments of IT Service Management

Valdis Stokenbergs

Chairman of the board

itSMF Latvia

Follow 10 Commandments!

1. Define clear vision2. Review existing company infrastructure 3. Evaluate current project plans4. Read about known difficulties of implementation 5. Establish momentum6. Recognize existing tools, processes and skills 7. Use external skills and resources8. Develop corporate culture 9. Training 10. Join itSMF

Source: Planning to Implement Service Management

Use best practice!

“An industry accepted way of doing something that works.“

Aidan Lawes, exCEO itSMF

“A proven activity or process that has been successfully used by multiple organisations.

ITIL is an example of best practice.”

Speak common language!

IT and Business maturity

micommunicationmicommunicationunderstanding

Business Service Provider

How to keep going?

What is the Vision?What is the Vision?

Where are we now?Where are we now?

Where do we want to be?

Where do we want to be?

How do we get wherewe want to be?

How do we get wherewe want to be?

How do we check ourmilestones have been reached?

How do we check ourmilestones have been reached?

How do we keepthe momentum going?

How do we keepthe momentum going?

Measure!

If you don’t measure it, you can’t manage it.

If you don’t measure it, you can’t improve it.

If you don’t measure it, you probably don’t care.

If you can’t influence it, then don’t measure it.Source: Introduction to ITIL®

itSMF Latvia

• Why to join?

• Who are the members?

• What are the benefits?

• Who are welcomed?

• When ? Official launch - 31.05.2007

Worldmap

• Organizations– itSMF– ISACA– EFQM– others

• Standards/Best practices– ITIL– ISO 20000– ISO 9001:2000– Balanced scorecard– SixSigma– COBIT– others

Read more!

• ITIL– http://www.itil.co.uk/

• ISO 20000– http://www.isoiec20000certification.com/

• itSMF International– http://www.itsmf.org

• itSMF Latvia– http://www.itsfm.lv/

• EFQM– http://www.efqm.org/

• ISO 9001:2000– http://www.iso.org

• Balanced scorecard (BSC)– http://www.balancedscorecard.org

Thank you !