As a business' expectations of information technology have risen, so too have their expectations of the IT professionals, while technical knowledge and skills continue to be necessary, they are no longer sufficient to ensure success in today's complex IT environment. To succeed, we IT professionals must recast ourselves as IT service providers, complementing our technical know-how with the skills, knowledge, and attitudes of IT service management. Like IT project management in the 90's, IT service management today is emerging as the key discipline where professional development is needed. The international de facto standard framework for IT service management is the IT Infrastructure Library (ITIL). In this session, Dave Pultorak, a leading U.S. authority on IT service management, will introduce you to a ITIL, and offer some straightforward, practical ideas on how to use ITIL to "work smarter, not harder" as you rise to meet the challenges you face in your day-to-day work.
Keywords: expectations, service providers, IT Infrastructure Library, ITIL
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