Pink Elephant 2012 LIVE RECORDING - The Service Management Office - Practitioner Radio Episode 22
Sunday, March 4, 2012 at 6:09PM 
Troy’s Thunder Bolt Tip of The Day:
Troy’s Thunderbolt Tip: “Most organizations will find that they will eventually have to dedicate full time staff to the process owner role.”
Show Notes:
Practitioner Radio 1 Year Old
Pre-show pre-amble rambling 7:30 am at Pink12
The ITSM Eco-system – Base Elements
The Evolving Service Organization (link to full paper)
http://blogs.pinkelephant.com/index.php?/troy/the_service_organization_part_4/
Process Owner Critical Success Factors
http://blogs.pinkelephant.com/index.php?/troy/process_owners_architects_of_itil_project_success/
Start- Placing process owners in the existing organization structure
Pros & Cons of placing Process Owners in the existing structures
Process Owner Combinations (good and bad combinations)
http://blogs.pinkelephant.com/index.php?/troy/process_ownership_combinations/
The move to creating a dedicated Process Owner group / department
The evolving Service Management Group taking on new functions
The Service Management Office becomes the CSI Office
The Service Owner Role
http://blogs.pinkelephant.com/index.php?/troy/service_owner_the_missing_itsm_role/
The Service Management Office Lite (only about processes)
The SMO is the Internal Service Excellence Group
The three types of metrics (Technical, Process and Service)
The Service Management Dashboard
The Service Owner needs data for Service CSI for Portfolio Inputs
The next episode “How Do We Retire Legacy Services?”
Many organizations have started this evolution without intent but now strategy
The history of Troy’s Thunderbolt Tip
Troy’s Thunderbolt Tip: “Most organizations will find that they will eventually have to dedicate full time staff to the process owner role.”
Listen below or download the MP3 HERE! / iTunes / PinkAPP for BlackBerry, iPhone and Android
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