1. 10 Commandments of IT Service Management
Valdis Stokenbergs
Chairman of the board
itSMF Latvia

2. 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

3. 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.”

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

5. 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?

6. 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®

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

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

9. Read more! ITIL ISO 20000 itSMF International itSMF Latvia EFQM
ISO 20000
itSMF International
itSMF Latvia
EFQM
ISO 9001:2000
Balanced scorecard (BSC)

10. Thank you !