The Use and Application of ITIL/ITSM Practices Beyond IT

Service delivery is being redefined. Expectations continue to increase. Real time information is just the norm. And all of this is delivered from an ever increasing supply of 3rd party partnerships in nearly every industry. Complexity, expectations, and this increasing demand has created a shift - a shift that requires better collaboration and integration of everything service delivery. No delivery function can continue in isolation but rather needs to be viewed as just a piece of the puzzle making up the overall service. Taking a macro view of the services delivered in the Intelligent Technology Services vertical you can easily see the application of IT Service Management (ITSM) & ITIL principles. Using this well-defined and matured framework youÍll recognize similarities between traditional ITSM and corrective/preventative maintenance that occurs in the field or in Cubic terms transportation stations or roadways. By utilizing the elements in the ITIL framework learn how Cubic has achieved new methods that provide increasing customer satisfaction and new abilities only achieved in a holistic service management approach.