CEC Europe Service Management Symposium 2011
Wednesday 18th May 2011
Mere Golf and Country Club,
Knutsford, Cheshire
The
2011 Symposium was a great success with a veritable who’s who of the Service Management
industry sharing their knowledge and best practices with an audience from a wide
range of industry sectors and experience.
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The Presentations
| Change: Chaos or Control Clare Tilley, OptimIS Limited This presentation explores the differing approaches to, and scope of, Change Management. Real life experience of change in organisations with differing levels of maturity. |
| Five Years of IEC/ISO 20000 - The
Ups and Downs Richard Wright, Head of IT Service Management, English Heritage This presentation outlines the benefits of having attained the IEC/ISO 20000 accreditation and its place in a changing outsourced environment. |
| Better
for Less Mark Hall, Deputy CIO, HM Revenue and Customs This presentation outlines how HM Revenue and Customs is using ITIL® to improve its service to customers - and to reduce costs. |
| An Agile Approach to Service
Management Jan Machacek, Cake Solutions Limited This presentation outlines how Agile techniques will help with both implementation and improvement of Service Management. |
| Customer Expectation - Your Key
to Success Don Page, Marval Software Limited This presentation focuses on the needs for IT organisations to concentrate on managing customer expectation and re-focus on maintaining organisational, stakeholder and customer confidence. |
| Outsourcing and the use of
COBIT® Paul Felstead, Senior Manager, KPMG LLP This presentation focuses on the exploitation of COBIT® in the Outsourcing environment. |
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An Overview of the Changes to Service
Strategy, ITIL® 2011 |
