Best Practices for IT Service Management
Hosted by The NYS Forum Service & Operations Management Workgroup and attended by an audience (in person and on web) of nearly 200 participants, the Friday April 30th event "Introducing ITIL: Best Practices for IT Service Management", was an outstanding success. The goal of this session was to provide information on the process and benefits of the ITIL best practices for the delivery of IT Services. Best practices for IT Service Management (ITSM) focus on identification of customer needs and drivers of IT requirements, through to the design and implementation of the service and finally, the monitoring and improvement phase of the service
The heavily attended event at the Holiday Inn - Albany was moderated by Steve Spalten, Director of End User Services, NYS ITS Enterprise Operations and included a diverse panel of leaders.
The event kicked off with a presentation by Mary Lou Alter, Director EMC Professional Services. The exceptionally informative presentation included a discussion of the basics of ITIL. Items covered were the Purpose & Objectives, What ITIL is & Why it Matters, The ITIL Framework, and ITIL in an ITaaS. She was followed by Carl Winchester, Infrastructure Senior Manager from Accenture who spoke on Using ITIL Framework for Cloud Projects. Elements covered within Mr. Winchester's presentation included: Paradigm Shift, the elements included within the "ITIL Lifecycle From a Cloud Perspective", and an Agile IT Roadmap.
The following presenter was Paul Andres, Enterprise Architect, Oracle. Mr. Andres' presentation covered Database-as-a-Service: Transforming the IT Service Delivery Model for the State of Texas and explained how the elements talked about with the prior presenters were applied and implemented in real world situations.
The final presentation featured the Chief Operations Officer of NYS Office of Information Technology Services, Ray Rose. Mr. Rose introduced the ITS presentation by explaining the importance of the workers within his organization. Stressing the importance of the individuals that make up the team. He then turned the discussion over to Carol Bentley, Azim Ahmed, and Steve Spalten, three members of NYS-ITS team who thoroughly explained specific roles of implementing ITIL within ITS. Topics discussed were Change Management, ITS Service Catalog, and Problem Management.
The event concluded with an active and dynamic Q & A session where the entire panel of presenters joined in to field questions and provide answers from the audience.
The presentation and reference materials may be viewed at:
Thanks to all of those who attended and presented.