What’s on

To register your event e-mail info@mediateam.ie

  • Thu
    27
    Nov
    2014

    itSMF Event: Why ITSM is not like the movies

    9-11am

    ICS, 87-89 Pembroke Road, Dublin 4


    Most of us watch TV. We know it isn’t real life, but for many, it affects our expectations of real life.

    This talk looks at some of the ways screen entertainment affects expectations of service in real life and especially the goals, targets and measurements those expectations generate.

    For example, we see mostly extremes on TV – the best, fastest etc. That leads us to believe things that don’t apply in everyday life:

     Risks usually succeed and innovation is always rewarded

    • Something exciting and/or unexpected happens every episode
    • Every team has at least one (slightly eccentric) genius in it, the kind of person that can break through top secret government firewalls with a second hand mobile phone

     

    For most of us, that isn’t the case delivering our real services.

    There are other lessons too:

     

    • The adoption of technology can quickly make a plot illogical – or a previously accepted best practice inappropriate
    • People trust and believe the movie version more than the actual history.

     

    They also seem to believe whatever a computer tells them, without the need for any further conviction than the word ‘technology’.

    Perhaps the best and most important lesson we can learn though is a positive one. We should deliver what is necessary, not the supplier’s idea of perfection – this one is best explained in the context of teleportation.

    Speaker: Ivor Macfarlane

    Ivor Macfarlane is well known in the IT Service Management community, having been actively involved with writing, interpreting and applying best practice since 1989.

    Involved in service management before seeing any IT, and with formal process improvement even longer – since 1978, he remains proud of his start as a user, something he believes a major advantage in really understanding service management. His authoring credits include ITIL versions 1,2 and 3 as well as ISO/IEC20000, itSMF and ITSM Library publications. He has been continuously active within itSMF since 1994 in many roles for itSMF UK and internationally and an ITIL examiner since 1991.

    After a wide ranging career in government employ that included forestry and prisons,  from 1999 Ivor worked as an IT Service Management Consultant and Trainer, delivering training and seminars in every continent (except Antarctica). A frequent speaker at events worldwide, he has spoken for itSMF in 35 countries to date.

    Ivor joined IBM in June 2007, where he supports IBM’s range of IT Service management deliverables, and evangelises about service management. Never frightened to express his own opinions, you can find his material at http://shiftmediainc.com/category/opinion/life-as-i-know-it/ and at http://servicemanagement360.com/author/ivor-mcfarlane
     

    ***As this is an itSMF event all bookings should be placed through the following link.***


Back to Top ↑

TechCentral.ie