The workshop purpose was to introduce modern approaches to information technologies service management according to ITIL (IT Infrastructure Library) processes and also inform participants about software tools facilitating to use IT services and systems more effectively.
Introducing presentations were concerned with ITSM concepts and possibilities of ITIL processes usage in practice. Following presentations showed practical real-time demonstration of „assyst“ system leant on more than 20 years experiences in IT services management and delivering. This solution except for optimization of all IT areas through ITIL processes (Service Desk, Incident Management, Problem Management, Change Management, Service Level Management, Supplier Management and Contact Management) helps to reduce IT costs and increase IT services know-how.
The key part of workshop was the presentation of Alan Luhman, a Change Manager and assyst administrator in Standard Bank in London who has devoted himself to ITIL processes and tools implementation several years yet. During his presentation he spoke about processes of ITIL implementation in international bank, from preliminary analyses and feasibility studies justifying the need of automation and IT environment monitoring, to visions of future expansion and system reengineering.
(26.06.2009)
