The ITIL framework introduces a level of discipline to the way IT is managed that often requires organizations to embrace a significant amount of cultural change. IT organizations need to first determine how best to organize the way IT services is provided and then ensure that end user and customer satisfaction remain consistently high.

Come learn:

• What are the stages of IT service management that organizations need to master?
• How should IT teams be organized to deliver IT services consistently?
• How IT organizations should measure their return on IT service management investment?