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Peter
Dorfman
Principal Consultant
Leveraged Technology, Inc.
Peter Dorfman leads ITSM and knowledge management consulting at Leveraged Technology (formerly IHS Support Solutions). He provides training and adoption consulting in ITIL and knowledge management. Before joining LTI, Peter headed his own consultancy, KnowledgeFarm. Peter is the author of “Tools for Support Knowledge,” a book-length research study of KM software tools for service desks, published by HDI (2005). He has been a frequent author and conference speaker, including presentations on KM at several HDI national and regional events, and guest lectured at George Mason University and Stockton State College of New Jersey.
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Shane
Kobus
Senior Client Services Manager
Bain Capital, LLC
Shane Kobus, senior client services manager for Bain Capital's information technology group, has expanded Bain Capital's support center from a one-person operation to a full service desk model over the past seven years.
During that transition, he adopted the ITIL framework, which guided the group's efforts. Shane holds a B.A. in political science from the University of Massachusetts at Dartmouth.
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Session
Description:
Bain Capital is one of the world’s leading private equity firms, but its IT organization ran comfortably like that of a small company…until Bain began growing at 20% a year. Rapid growth has forced Bain’s IT group to mature virtually overnight to meet the exploding needs of its deal professionals. Rather than wing it, Bain’s Technology Services Group developed service desk and knowledge management processes borrowing pragmatically from the ITIL framework. These processes enable effective adaptation to growth and change, and helped IT to meet the uncompromising expectations of its Managing Directors.
Smaller help desks often have written off ITIL as applicable only to large companies. But Shane Kobus, Bain’s Senior Client Services Manager, and Peter Dorfman, its principal ITIL adoption consultant, explain how ITIL principles such as incident management, change management and service level management apply and add value in a relatively small and informal IT service desk environment. They also explain the value of knowledge management in a high-growth service desk environment.
Learn
- How to manage support in a rapid-growth organization
- How to make IT Service Management principles work in a small and informal organization
- How to leverage knowledge management at the service desk
- How to market help desk services internally
Action ideas:
- Investigate ITIL – adopt what is practical even on the relatively modest scale of your small service desk
- Get serious about service level management
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