VantagePoint

Dave Patzwald of Schneider North America talks about how he responded to a direct challenge from his executive team to “fix the systems availability issue.”

Paul Burns, senior analyst with Enterprise Management Associates, discusses service level management, including what SLM really means, how to get started, and the key components of an SLM solution.

Industry expert and consultant Greg Shields talks about the chasm between IT and the business, how organizations are using BSM to to help bridge that gap, and why “digestability” is such an important concept for IT.

Compuware thought leaders and authors Bryce Dunn and Linh Ho discuss ITSM best practices including the importance of business relevant metrics, bringing wisdom to IT service management, and the power of six sigma for service improvement.