10 Commandments of IT Service Management Valdis Stokenbergs Chairman of the board itSMF Latvia

Follow 10 Commandments! Define clear vision Review existing company infrastructure Evaluate current project plans Read about known difficulties of implementation Establish momentum Recognize existing tools, processes and skills Use external skills and resources Develop corporate culture Training Join itSMF Source: Planning to Implement Service Management

Use best practice! “An industry accepted way of doing something that works.“ Aidan Lawes, exCEO itSMF “A proven activity or process that has been successfully used by multiple organisations. ITIL is an example of best practice.”

Speak common language! understanding micommunication micommunication Business Service Provider IT and Business maturity

How do we keep the momentum going? How to keep going? What is the Vision? Where are we now? How do we keep the momentum going? Where do we want to be? How do we get where we want to be? How do we check our milestones have been reached?

Measure! If you don’t measure it, you can’t manage it. If you don’t measure it, you can’t improve it. If you don’t measure it, you probably don’t care. If you can’t influence it, then don’t measure it. Source: Introduction to ITIL®

itSMF Latvia Why to join? Who are the members? What are the benefits? Who are welcomed? When ? Official launch - 31.05.2007

Worldmap Organizations Standards/Best practices itSMF ISACA EFQM others Standards/Best practices ITIL ISO 20000 ISO 9001:2000 Balanced scorecard SixSigma COBIT

Read more! ITIL ISO 20000 itSMF International itSMF Latvia EFQM http://www.itil.co.uk/ ISO 20000 http://www.isoiec20000certification.com/ itSMF International http://www.itsmf.org itSMF Latvia http://www.itsfm.lv/ EFQM http://www.efqm.org/ ISO 9001:2000 http://www.iso.org Balanced scorecard (BSC) http://www.balancedscorecard.org

Thank you !