|News & Events|
Complimentary Webinar: The Service Desk & Service Level Management - The Perfect Pair
Thursday, June 07, 2012, 10:00am - 11:00am
Many organizations work diligently on the capabilities of their Service Desk while giving little or no attention to the vital partner of the Service Desk function – the Service Level Management process.
Join us for this complimentary webinar to learn about the critical role that a mature Service Level Management process plays in Service Desk excellence. We will also talk about the mutually supportive roles that the SLM process and the Service Desk function play in delivering real business-IT alignment.
Then we will discuss how to put these ideas into practice by creating awareness in the organization of the value and importance of an integrated approach to Service Level Management and the Service Desk, and by creating a guiding coalition to drive forward action in establishing mature and integrated Service Level Management.
Title: The Service Desk and Service Level Management – the Perfect Pair
About the Speaker
Lou Hunnebeck, Vice President ITSM Vision & Strategy, Third Sky, Inc.
An IT Service Manager and ITIL Expert with over 20 years of experience in service industries, Ms. Hunnebeck's passion for improving how we work led her to IT Service Management from a background of process consulting, training and Service Management systems consulting. Ms. Hunnebeck has led global teams in best practice and methodology design.
Devoted to advancing the art and practice of IT Service Management, Ms. Hunnebeck served on the public QA team for ITIL Version 3, serves as a Senior Examiner on the ITIL v3 Examination Panel and was the Author of the Service Design book as part of the ITIL 2011 Edition. She also speaks regularly at industry events such as itSMF and HDI.