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 Export to Your Calendar 2/15/2018
When: 2/15/2018
6:00 PM - 8:30 PM
Where: Map this event »
University of Dallas, Irving - Farrell Hall
1845 East Northgate Drive
Irving, Texas  75062
United States
Presenter: Dr. Suzanne Van Hove
Contact: Michael Caruso

Online registration is available until: 2/15/2018
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Big Data, Internet of Things (IoT), cloud, analytics, Artificial Intelligence (AI), and other outcomes from the digital capabilities of today’s society have organizations scrambling to exploit them. Agile, Lean, DevOps, SIAM, Shift-Left, Customer Experience, Continuous Delivery and many other practices have quickly come to the forefront because of environmental demands – information and functionality now, no matter the time nor location. What is the next “new thing” that will capture the attention of today’s market? The digital disruption and digital transformation is now – how are organizations coping? 


Service Management must reflect society’s now mentality. VeriSM was designed with exactly that in mind – applying the concepts of Service Management to the demands of today and expanding the Service Management across the organization. VeriSM defines a model successfully merging the many management practices, emerging technologies, organizational resources and environments with the core elements of Service Management.


VeriSM is NOT the next “flavour” of Service Management but rather it is a fundamental change of perspective. As much as “now” is the current demand, organizations still require secure, high quality, risk-mitigated, and economically feasible services, which are provided by traditional practices. Organizations must blend the fundamental service delivery principles with a model addressing the now from an appropriate perspective. In this presentation, learn how VeriSM moves Service Management into the Digital Age.



6:00-6:45  - Check in and Networking
6:45 - 7:00  - DFW LIG Business and Sponsors
7:00 -8:15 - Presentation 
8:15- 8:30 pm - Q&A and Wrap-up 


About the Presenter:


Suzanne Van Hove, Ed.D. - Dr. Suzanne Van Hove has successfully blended an award-winning career in higher education with a passion for Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. Dr. Van Hove has worked in public and private education, higher education, and as a curriculum designer/technical writer for the Information Technology field. Suzanne is an accredited IT Service Management instructor and has provided standard and customer-specific education, process maturity assessments (based on ITIL®, ISO/IEC 20000, COBIT®, CMMI-SVC®), and process design and implementation workshops. Recognizing Dr. Van Hove’s contribution to the Service Management body of knowledge, she was awarded the Industry Knowledge Contribution Award by itSMF USA, September 2011.


Dr. Van Hove has worked with numerous organizations to improve their Service Management capabilities. As a Lead Author for VeriSM: A Service Management Approach for the Digital Age, she continues to push the development of Service Management across the entire organization as well as advocates a hybrid approach to service delivery. Dr. Van Hove has written two Service Management books: It’s All about Relationships What ITIL® doesn’t Tell You (July, 2013) and Pragmatic Application of Service Management: The Five Anchor Approach (March, 2014). The second edition of Pragmatic was released December, 2016 with major additions including CMMI-SVC® and five additional caselets. She co-authored a Service Management-based diagnostic (SMCD) based on ISO/IEC 20000-1:2011 and the content of the it-CMF from Innovation Value Institute (IVI). She has published and/or collaborated on numerous articles, blogs and videos.


Active in the Service Management community, she managed the Knowledge Management portfolio for the itSMF USA Board of Directors (2009-2012), co-wrote priSM (Professional Recognition in Service Management) and is co-editor for ISO/IEC 29110 4-3 and 5-3 which defines Service Delivery for the Very Small Enterprise (VSE). Additionally, she represents the United States within the International Standards community. Dr. Van Hove is Chair of GIT1 (Governance of IT), the US mirror of JTC1/SC40, IT Service Management and IT Governance and within JTC1/SC40, she is the Convenor for Working Group 2 (WG2), Maintenance and development of ISO/IEC 20000 - Information technology - Service management. Dr. Van Hove follows her first love of higher education where she delivers Service Management concepts to IS/IT students as an adjunct professor at Kelley School of Business, Indiana University and Algebra University, Zagreb, Croatia. In October 2013, Dr. Van Hove was honored with the itSMF USA Lifetime Achievement in Service Management award.


Thanks to our Event Sponsors