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Session 402: The Power of Operating Models Across the Enterprise

Phyllis Drucker (Senior Consultant, Linium)

Location: Royal Dublin

Date: Tuesday, November 12

Time: 3:30pm - 4:30pm

Pass Type: Conference & Expo Package

Track: Expanding Service Management Beyond IT

Format: Session

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

"Take the IT out of ITSM and you have enterprise service management."
Is this a true statement? Does it really work that way? If you ask HR, accounting, legal, or other service providers in an organization, they'd look at ITSM best practices and say it doesn't; they have their own terminology and ways of working. In reality, wrapping service management around IT terminology can hurt adoption efforts with non-IT providers. Operating models help bridge the gap.

Once a strong governance model for enterprise service delivery is in place, creating an operating model that brings together players from all of the provider organizations enables everyone to embrace their best practices and terminologies while enabling them to find exploit their commonalities. In this session, Phyllis Drucker will present the business case for driving an enterprise service management approach and demonstrate how to build operating models across business capabilities.