An Integrated Process Model as a foundation for ITSM

Monday 22nd January 2007.

Venue: BCS London Offices (PDF)

Suppose that you are well advanced with your implementation of service management processes and are considering the next phase.  You plan to examine both increased automation of your infrastructure, and better linkage with the business and with application development.

This presentation will use the analogy of using maps to chart journeys in unfamiliar geography to show how an integrated process model can help. It will use an example of such a model, to which the presenter contributed, to illustrate points of value.


Chris Finden-Browne, Vice-Chair of the BCS Service Management Specialist Group

Chris is a consultant in IBM Global Services where he specialises in ITSM processes and improvement methods. He has been a member of the team producing and maintaining IBM's models for IT processes since the early '90s.

Chris Finden-Browne's Presentation (PDF)