Lightweight Service Management for Research Infrastructures: FitSM Approach
To meet customer needs and provide valuable services, it is important to maintain a high quality of service, which requires a well-structured approach to how the service is managed. Existing approaches to formal IT Service Management (ITSM), such as ITIL and the ISO/IEC 20000 standard are useful but not always well suited to the challenges of providing distributed services, especially federated environments, and can often be seen as overly complex. This one hour webinar will provide a clear-cut view of how service management, and the lightweight approach provided by the FitSM standard, is suitable for distributed, federated and research services. FitSM provides requirements based on international standards and commercial best-practice, as well as concrete support in terms of templates, guides and tools useful in implementing ITSM and offers a certification training programme. This webinar will have a large discussion element of how FitSM applies to research infrastructures, including how the principles and lessons learned could apply to research infrastructures that provide services requiring physical access.
The webinar will be presented by both a contributing author of FitSM as well as a representative of a European federated service provider implementing the standard, EGI. You should attend if you have any involvement in the delivery of an IT service, no matter your organisational type, commercial or academic, though the discussion will focus on the context of research infrastructures.
CORBEL webinars include an audience Q&A session during which attendees can ask questions and make suggestions.
This webinar took place on 6 February 2018. It is best viewed in full screen mode using Google Chrome. The slides from this webinar can be downloaded from SlideShare here.
About the speaker...
Sy Holsinger is currently a Senior Policy and Strategy Officer at the EGI Foundation working on sustainability planning, business model development, market analysis and IT service management implementation. Sy studied Business Communications and Management in the U.S. focusing on project, financial and business management, marketing and communications. He has been involved in several EU-funded projects over the last 10 years covering both management and support roles. He is a certified FitSM Expert, Auditor (ISO 19011) and Accredited Trainer.
Twitter: @syholsinger / @FitSM_Standard