Robert and Miroslav are co-authors of ITIL4 Service request management practice. They will present a brief history of SRM and their view of where it is going in the future. It will include real stories and practical demonstration of the possibilities.
Date and time: 3.6.2021, 16:30 – 17:30 CET
Place: online webinar
Speakers:
Robert Edward Pinnington – Founder of PDCA Consulting, ITIL 4 Author of ITIL 4 Practices
Miroslav Hlohovský – CEO, Head of Digital at OMNICOM, ITIL 4 Author of ITIL 4 Practices
Agenda:
Service request management (SRM) practice
- 20 years of Evolution of SRM
- ITIL4 guiding principles applied to SRM
- Service value system and SRM
- Reactive SRM
- Concept of proactive SRM
Service request management tool features
- Design the service request form
- Design the service request workflow
- ESM principles
- Service Request Catalogue vs. Service Catalogue
- Automation of SR
