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Sunday
Mar042012

Pink Elephant 2012 LIVE RECORDING - The Service Management Office - Practitioner Radio Episode 22

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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by Chris Dancy