#tft14 james woodward itil v reality
TRANSCRIPT
James Woodward
ITIL: Process Vs Reality
Microsoft Excel 2010 Foundation ITIL v Reality
ITIL v. Reality
James Woodward Client Services Manager
Manchester Metropolitan University
the_leveller
Microsoft Excel 2010 Foundation ITIL v Reality
Microsoft Excel 2010 Foundation ITIL v Reality
ITIL v Restaurants
http://www.youtube.com/watch?v=vBguassbAzo
Microsoft Excel 2010 Foundation ITIL v Reality
Microsoft Excel 2010 Foundation ITIL v Reality
Microsoft Excel 2010 Foundation ITIL v Reality
Microsoft Excel 2010 Foundation ITIL v Reality
Microsoft Excel 2010 Foundation ITIL v Reality
Microsoft Excel 2010 Foundation ITIL v Reality
“A set of assumptions,
concepts, values and
practices that constitutes a
way of viewing reality”
Microsoft Excel 2010 Foundation ITIL v Reality
Benefits
Microsoft Excel 2010 Foundation ITIL v Reality
Microsoft Excel 2010 Foundation ITIL v Reality
Microsoft Excel 2010 Foundation ITIL v Reality
Confusion
Microsoft Excel 2010 Foundation ITIL v Reality
Incidents
Service Catalogue
Service Requests
Change
Problem
Microsoft Excel 2010 Foundation ITIL v Reality
Challenges
Microsoft Excel 2010 Foundation ITIL v Reality
Results
Microsoft Excel 2010 Foundation ITIL v Reality
New Role
Microsoft Excel 2010 Foundation ITIL v Reality
What’s Missing?
But what about
the rest?
ITIL gives
us the
process
We invest in service
management software
?
ITIL
£
Microsoft Excel 2010 Foundation ITIL v Reality
Processes
Systems People
SUCCESS
Microsoft Excel 2010 Foundation ITIL v Reality
Made me think
Microsoft Excel 2010 Foundation ITIL v Reality
What’s missing?
Microsoft Excel 2010 Foundation ITIL v Reality
Managing
cultural
change
Microsoft Excel 2010 Foundation ITIL v Reality
Microsoft Excel 2010 Foundation ITIL v Reality
Microsoft Excel 2010 Foundation ITIL v Reality
Training budget
Microsoft Excel 2010 Foundation ITIL v Reality
Microsoft Excel 2010 Foundation ITIL v Reality
Lessons learnt
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