Service Design is in some ways the most intriguing IT Service Management lifecycle phase. While many practitioners still react with big question marks in their eyes if asked about Service Design it clearly 'happens'. How well and how elaborate - if one returns home with a hangover or worse - is a different question...
Our June speaker accidentally started his Service Management career in the "Service Design" team at T-Systems in Germany back in 1997. In this session he will share his experiences with more (and less) successful service design efforts from a variety of organisations across the globe and, more recently, designing a service from scratch with one of the largest Canadian industry associations – the Canadian Real Estate Association (“CREA”), lessons learnt from managing the Service Management Program Office at NAV Canada, a very unique, private, Ottawa-based service everybody relies on every day, and being responsible for a business line which is not a traditional IT service - with all its design and development challenges.
- What a “service” really is
- Do we really need to design a service?
- Quick recap – ITIL Service Design processes / Service Levels
- Availability, Capacity, Continuity and Security
- When ‘bad’ design costs money and how ‘good’ design saves money
Join us, share your experiences, take good ideas back to your office (or home), become more aware of pitfalls and ask your questions!
Dr. Christian ProbsT
Dr. Christian Probst has more than 20 years experience in various IT roles. He has a strong background in the definition and application of IT Service Management (ITSM) ‘best’ practices across the entire life cycle or Service Strategy, Design, Transition, Operation and Continual Service Improvement. He has advised local and global organisations on the implementation and improvement of practices and processes in multiple industries, such as: Real Estate, Facilities Management, Non for Profit / Associations, IT Service Provider, Insurance, Healthcare, Consumer Lifestyle, Lighting, Semiconductor Manufacturing, Banking, Fashion, Government, and Logistics.
Dr. Probst is passionate about IT Service Management and process management, and has helped various organisation to achieve their goals faster, leveraging international industry best practices including ITIL and PRINCE2. He has delivered various ITIL courses in Canada, the US, Australia, India and in over 10 countries in Europe, leading hundreds of IT professionals to their ITIL certification. Currently he is responsible for the clinical trial anonymization professional services business at an Ottawa based company that is part of an international life sciences corporation.