Agenda

11:30-11:50: Registration, lunch, and networking
11:50-12:00: Chapter announcements
12:00-1:00: Presentation

Information Technology Service Management Primer for BAs

Whether you believe technology was birthed with the telephone in 1876 by Alexander Graham Bell, in 1924 by the company still known today as International Business Machines, or in the 1970s when Steve Jobs and Steve Wozniak began collaboration on Apple technologies, information technology services have and always will need to be managed. Information Technology Service Management, or ITSM, is comprised of three essential, interdependent components which should not be considered separately: People, Process, and Technology. 

ITSM is an increasingly used term and software application in Information Technology (IT) organizations and companies and is important whether you are working in an IT department or company already using an ITSM program or are researching, analyzing, and writing requirements to procure ITSM technology.

Vendors are producing varying flavors of applications for the technology world, although infrastructure of any ITSM program is based upon the standards promoted with the Information Technology Infrastructure Library (ITIL©) framework. ITIL© v3 and ITIL© v4 are both used in most ITSM applications available on the market today.

In this presentation, you will learn:

• How ITSM programs are built from ITIL© in the context of a framework and a governance model,
• The People, Process, Technology viewpoint of ITSM and how to apply it to your organization, and
• The impacts and opportunities this brings to the world of Business Analysis

Ginger Bradshaw, ITIL v3

Ginger is a project lead with Sistema. She is currently implementing ITSM at the Employee Retirement System of Texas.