Ivanti invites you to the July HDI Kentuckiana Lunch and Learn and Sys Admin Day

Kevin J. Smith, author of the book: "The Practical Guide To World-Class IT Service Management" (https://www.amazon.com/Practical-Guide-World-Class-Service-Management/dp/057818897X) presents:

Take a behind-the-scenes look at the past, present, and future of IT Service Management and set your organization on a path to World-Class Service Desk and ITSM! This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice-plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.

Here's Kevin’s bio:

Kevin Smith is responsible for the Service Management Business Unit, including all strategy, go to market and customer success activities for the growing portfolio of HEAT Software Service Management applications. Kevin has a deep understanding of the Service Management market, having previously been responsible for product management, product marketing and corporate marketing for all HEAT Software product lines. Kevin brings over 25 years of technical, management, and executive leadership experience in technology and software businesses. Prior to HEAT Software, Kevin has held positions as Vice President of Solutions Management at Manugistics Inc., Vice President of Operations at Avyx Inc., as well as Flight Design Manager with NASA at the Johnson Space Center in Houston, Texas. Kevin holds a Bachelor of Science in Chemical Engineering from Texas A&M University and a Master of Science in Computer Science from the University of Houston.

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