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Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.

Session 501: In Harmony: Blending Enterprise IT Service Management with IT Portfolio Work Planning

Donna Gregorio  (IT Department Head, The MITRE Corporation)

Location: Grand Caribbean 8

Date: Wednesday, November 15

Time: 11:30 am - 12:30 pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Driving Strategic Decision-Making, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: Intermediate

Enterprise service management (ESM) can underwhelm an organization when it fails to deliver value and compete with other enterprise efforts for prioritization. But when properly implemented, ESM can enhance IT effectiveness by exposing, categorizing, and organizing operational efforts. When blended with IT portfolio investments, this approach can be leveraged to supercharge an organization's technology lifecycle efforts. Recently, the MITRE Corporation deployed this capability and is reaping benefits in several areas of IT management. In this session, we will explore a real-world implementation of ITSM program that greatly enhanced an organization's ability to optimize its technology-based services, and attendees will walk away with a practical blueprint for transforming their own organizations.


The main learning objectives from “In Harmony: Blending Enterprise IT Service Management and IT Portfolio Work Planning”:

  • Definition of the Enterprise Service Management model including templates and samples for your immediate reuse.
  • Details of a portfolio investment approach that separates new technology strategies, including templates and samples.
  • Explanation of a practical blueprint that can be used to transform your organization, aligning services and portfolios for optimal planning and execution.