NAI On-Demand Webcast
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Nouri Associates is an EXIN accredited, full service provider of V2, V3 ITIL / IT Service Management (ITSM) training and certification. ITIL v3, ITIL v3 Training, ITIL Training, ITIL v3 Foundations, ITIL v2 to v3 Update, ITIL v3 Service Capability, ITIL v3 Service Management, IT Service Management, ITIL Managers, ITIL Practitioner, Nouri Associates - EXIN Accredited - NAI was founded in 2001, NAI is a leading provider of Consulting, Training and On-Demand solutions in the area of IT management and control best practices using globally accepted best practices standards and frameworks such as ISO 20000, ITIL, eSCM, PMBOK, CMMI and COBIT
- Are you expected to trim your IT budget despite an increased workload?
- Are you finding it hard to meet clients’ demand with your given budget?
- Do your customers worry about perceived unfair IT cost allocations?
Please join two industry veterans and thought leaders to explore how ITIL v3 and the best practice Service Management Strategies can begin to set the stage to fundamentally change the nature of the relationship between IT and its customers, and move you towards the goals of alignment and integration with the business.
Here are some common symptoms observed in many organizations:
- You are expected to trim your budget despite an overwhelming workload
- Once you get your budget, no matter how big it is, you can’t satisfy all clients’ demands; and clients blame you when they can’t get all they want
- Your IT staff works nights and weekends; they cut corners, take risks, and sacrifice their time for training and innovation; but they still can’t keep up\
- Clients accuse you of costing too much or unfairly allocating your costs, and of failing to satisfy their needs
- Your clients continue to compare your services to External Service Providers who more aggressively pursue a direct relationship with the business units and complain about the relatively higher costs
- Your investments in improving your internal Service Support operations is giving you better control over service disruptions and recovery times, but the customer perceptions are not changing…
The key take aways from this session will be:
- Why a well developed and managed Service Catalog is the foundation for achieving the goals of aligning and integrating with the business
- How to develop an effective Service Catalog with appropriate “Business Services” for Customer view and consumption and “Technical Services” for use by the IT team to deliver against customer expectations
- How better business planning through the use of Service-Based Budgeting and Charging can transform the customer relationship
- How to leverage Full-Cost Maturity Model (FMM) to understand your current IT planning, budgeting and costing capability and maturity
- How ITSM technologies like Digital Fuel’s solutions help to automate and enable these key business and IT strategies.
There will be a Q&A session at the end of Webinar presentation.
About the Presenters:
Hamid Nouri – Mr. Nouri is a Managing Principal and Cofounder of NAI. Prior to NAI he spent seven years at Gartner Group in a number of senior leadership roles in IT Management Consulting and Client Services. He is an ITIL v2 Master, ITIL v3 Expert and a Certified ISO 20000 Consultant. He has over 28 years of IT industry and 18 years of IT Service Management and Consulting experience. He is a member of the US Chapter of itSMF leadership and EXIN Quality initiative in US.
Mike Paiko – Mr. Paiko is the Director of Product Marketing at Digital Fuel. In his role at Digital Fuel he works with leading commercial service providers, enterprises, and government agencies to achieve their service management goals. Prior to Digital Fuel he held a number of roles at CA, Wily Technology, and GE. He is a Six Sigma Black Belt that has over 10 years of IT industry experience.
Event Information:
Originally aired on:
Thursday, August 21, 2008
o 9 am PST
o 11 am CST
o 12 pm EST
Featuring:
Mike Paiko
Director of Product Marketing, Digital Fuel
Hamid Nouri
NAI, Managing Principal
How Service Catalog and Service-Based Budgeting can transform IT and its relationship with their customers
IT organizations worldwide struggle to keep up with seemingly unending demand for IT Services and resources while available budgets continue to decline. Meanwhile all industries and businesses of all sizes are more and more dependent on IT to achieve their business objectives, simply survive or deliver their unique value proposition to their end customers.
Special Offer for Webinar Attendees: NAI's 1 Day, On-site Accelerated Service Catalog Workshop for up to 12 Participants
