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Malcolm
Fry
Industry Personality and Author
Executive Consultant to CA
Malcolm Fry began his IT career in 1967, and in the following years took on development, operational and management roles for retail, manufacturing, oil, and pharmaceutical organizations. He has received worldwide recognition as one of the foremost authorities in the areas of help desk and IT service management. He is the author of five best-selling books on IT service and support, the newest being A step-by-step Guide to Building a CMDB. In addition he has had many articles and papers published in multiple languages.
Malcolm is an innovative and informative strategic consultant sought-after by many large organizations that see him as a catalyst to initiate improvements by reviewing their facilities and processes, and most importantly, preparing plans to allow them to meet their business and IT objectives.
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Session
Description:
IT service managers have been talking for a long time about building a business-focused support infrastructure. So far, however, most ITSM managers have failed to grasp that integration with the business is not good enough. What we need is business fusion. This out-of-the-ordinary thinking requires ITSM managers and CIOs to take on a more ambassadorial role, working with business managers to fuse ITSM resources into the day-to-day business activities.
This new way of thinking is not to be confused with hand holding business managers through technology applications. It is thinking about providing customers with direct access to support and service technologies so that they can better manage and plan their resources. This interactive session will stimulate you to take a revolutionary, Darwin-like step forward and embrace a radical new approach to support and service management.
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