LA LIG | Great News, I’m Now a Service Owner, Now What Do I Do?
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This workshop will help understand the role and responsibilities of a service owner; We will discuss what a service/process is and the value it provides to the organization, the roles and responsibilities of a service/process owner, key aspects of the service owner's roles and their application in the day-to-day responsibilities, managing the culture change of moving from siloed delivery model to a service focused delivery method, and more.

6/22/2017
When: 6/22/17
6:00 PM - 8:00 PM
Where: Union Bank Operations Center
1980 Saturn Street
Monterey Park, California  91755
United States
Contact: Ray Ybarra


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The San Gabriel Valley’s

June’s Dinner Meeting:

Great News, I’m Now a Service Owner, Now What Do I Do?

 

itSMF LIG LA Meeting – Thursday, June 22nd, 2017

Union Bank Business Office, Monterey Park, CA.

 

Date: Thursday, June 22, 2017

 

Time:  6:00 PM to 8:45 PM

 

Location: Union Bank Business Offices, 1980 Saturn Street, Monterey Park, CA 91755

Contact: Ray Ybarra

Phone: 626.437.5259

Email: rtybarra6@gmail.com

Cost: free for members /$20 non-members

Sponsors:

Parking: Free

Attire: Business Casual

 

  

AGENDA:

06:00 PM      Greeting, Dinner

06:05 PM      Networking, Introductions and ITSMF Overview: Ray Ybarra

06:30 PM      A word for our sponsor:

07:00 PM      Great News, I’m Now a Service Owner, Now What Do I Do?

08:30 PM      Questions & Answers

 

 

Dinner Meeting TOPIC:

 

Great News, I’m Now a Service Owner, Now What Do I Do?

 

This workshop will help service owners gain an understanding of the role and responsibilities of a service owner.

This session will be delivered in a workshop format. The session will include.

 

·      Discuss what a service/process is and the value it provides to the organization

·      Provide the roles and responsibilities of a service/process owner and ensure a full understanding

·      Discuss the key aspects of the roles and responsibilities and the application in the day-to-day responsibilities

·      Managing the culture change of moving from siloed delivery model to a service focused delivery method

 

The session will include:

o   Understanding the roles and responsibilities of a service owner

o   Why they are important, how do they relate to each other and value of the roles

o   Reviewing the service profile and understanding the service attributes. How to use them for creating the delivery strategy for the service

o   Creating and improving the service, documentation methods

o   Communicating the service to your customers

o   Creating Critical Service Factors and Key Performance Indicators for the service. Ensuring value of the measures and ensuring they relate to the established strategy

o   Continual Service Improvement concepts and using them to improve the service

o   Tools used by the service owner

o   Managing culture change for day-to-day contacts; customers, peers and delivery team

o   Taking it back to the workplace, what’s next

 

The session method to be used:

 

·      Presentation based with interactive discussion

·      Utilize discussion groups

·      Utilize hands on exercises

·      Ensuring understanding evaluation

 

  

 

Session objectives:

 

·      Participants will demonstrate a basic knowledge of the roles and responsibilities of a service owner

·      Participants will demonstrate a basic knowledge of service and process documentation

·      Participants will demonstrate a basic knowledge of how to create value added measures for a service

Our SPEAKER:

 

A seasoned executive professional with over 30 years of experience in building and operating strategic focused business and technology organizations utilizing IT Service Management/ITIL v3 process. Blending the expertise of both has led to successful leadership in the delivery of business process, customer focused on-line delivery and strategic program delivery and project management. Recognized as an industry expert and leader in the area of organizational transformation. Published author and frequent speaker and contributor to many publications.


Areas of expertise:
• IT Service Management
• Creation & Execution of Infrastructure & Application Development Strategy
• Transformation & Optimization of IT Operations
• ITIL v3 & v2
• Service Portfolio & Service Catalog Development
• Project & Program Management
• Development, Implementation and Continual Service Improvement of ITIL process – Incident, Change, Configuration, Problem
• Release Management & Evaluation Management
• Certified Kaizen Coach
• ITIL v2 Service Manager, ITIL v3 Expert Bridge

 

Our Sponsor:

 

 

Migration Technologies, Inc. (MiTECH)

 

Helping organizations identify IT services, costs, and business demand has provided our customers with millions in cost savings, sound IT strategies, improved operational performance and effective IT decision making. MiTECH takes ITSM tools like Cherwell and ServiceNow to the next level extending the CMDB capabilities to service strategy, financial modeling and forecasting, capacity management and service portfolio lifecycle solutions that resonate to the executive C-Suite within 120 days. Our clients exist in all markets and industries across the U.S. Our unique combination of tools and award-winning consulting services are highly valued by our customers. Let us help drive your transformation to effective IT Service Management!