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ITx 2016 Conference Programme

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The ITx 2016 Programme may change without notice

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Practicing Practitioner Skills – Structured Improvement

Tuesday 10:40am - 11:10am, itSMFnz (itSMF Main Room)

Just reading the ITIL core publications is not enough to drive real progress in service management. To drive genuine change, people need practical skills in improvement, like the ones defined in the new ITIL Practitioner qualification.

Led by an ITIL Practitioner Architect who helped write the ITIL Practitioner Guidance book, this session will progress through a specific improvement example, following the CSI Approach as an organizing framework. Along the way we will show how to leverage the nine Guiding Principles an ITSM practitioner should always adhere to, and show how the three critical competencies of communication, organisational change management, and metrics & measurement are used to ensure improvement success.

Participants will learn how to use the CSI Approach at multiple levels, from the organisation or program level, to the team level, all the way to the individual level.

This session is not a sales pitch for the ITIL Practitioner qualification itself. It simply uses the material included in the qualification to paint a concise picture of a practical improvement approach that anyone at any level of an organization can use.

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Lou Hunnebeck

Principal, Advisory Services at Fruition Partners (New York, USA)

An ITIL Expert with over 30 years in service industries, Lou's passion for improving how we do what we do has led her to IT Service Management from a background of process consulting, training and Service Management systems consulting.

Devoted to advancing the art and practice of Service Management, Lou served as the author of the ITIL Service Design publication, 2011 Edition.

She is on the Senior Examination Panel for ITIL, and the Architect Team for the new ITIL Practitioner qualification, and speaks regularly at industry meetings to spread the message of ITSM.