Session Content:
- What is ITIL?
- Introduction to IT Infrastructure Library (ITIL)
- Service Management and Best Practices using ITIL
- Examples of successful Service Management projects based on ITIL
- How to get started
Presenter:
Kirstin L. Heyman
Principal
Operational Efficiency, IT Systems & Process Management
IBM Global Services
Ms. Heyman is a Principal in IBM's Operational Efficiency national practice for IT Systems and Process Management. Her focus is to help clients align their IT organization with their business’ needs and strategic direction. She specializes in helping clients achieve greater value from their information assets through improved processes, restructured organization and managed change.
Ms. Heyman holds an M.Sc. in Computer Science from the University of Manchester, UK; is ITIL certified; is an IBM Certified Professional Consultant, a member of the itSMF Minneapolis LIG, and for itSMF USA is the lead for the committee for Global Certification Standards,
Ms. Heyman helps IBM stay on the front line of ITIL and IT Service Management offerings and methods by defining and/or leading IBM internal projects to develop new ITL-related offerings, methods, marketing materials, EPs, and internal or client-oriented education and awareness campaigns. One such example, Ms. Heyman defined IBM's response to Sarbanes-Oxley for the IT organizations, and is developing IBM's response to the impending ISO20000 standard.
