Topics to be addressed include:

• Updates to policy changes and ITIL V2 retirement dates
• Statistics for each region, globally – total numbers of exams taken and pass rates
• New complementary courses and examinations, including ISO 20000 & ISO 27002
• Latest news on how the new edition of ITIL V3 will impact courses, examinations and the overall certification scheme

In this dynamic and informative session George will highlight a number of newer trends and technologies that are impacting the world of ITSM today. To help explain the application and functionality of each one George will have a number of special guest contributors (varies from city to city) to illustrate and discuss the relevance, and risks and benefits of each one. Some of the examples you can expect to hear about – and see real-life demonstrations of – include:

• ITIL-compatible software tools (from the PinkVERIFY list)
• SaaS (Software-as-a-Service) as it is being applied within IT Service Management
• The future of Supplier Management – managing multiple suppliers in the Cloud

One of the challenges for many of today's organizations is that managers don't understand the importance of aligning metrics and measurements to the overall business strategy and IT goals and objectives.  Here's your chance to learn!  George Spalding, co-author of the ITIL Continual Service Improvement book, will describe key measurement concepts from ITIL’s service lifecycle framework as well as other business models to enable you to set up a measurement system based on the Balanced Scorecard. He will also provide useful and relevant recommendations for the practical steps you can take – starting tomorrow – to begin implementing your Balanced IT Scorecard.

In this session you’ll hear a series of real-life examples of how organizations – some just like yours – have fallen foul of the most common mistakes in defining, setting-up and trying to improve their IT Service Management operations. Areas to be addressed include:

• Focusing on the right and wrong priorities
• Measuring the right and wrong performance indicators
• Improvement planning approaches
• Leadership, management support and communication strategies
• Project management within IT
• Selecting and customizing tools

If you don’t have to dash – stick around to quiz our Experts one-on-one, or simply conduct your own discussions with fellow Pink Perspective attendees. This final time slot allows the opportunity for further detailed questions and answers from the day’s agenda, or simply an informal exchange of additional ideas and concerns. Make the most of your time at Pink Perspective!