March 2015 Chapter Meeting

Why Mapping and Understanding Your Business Services Will Make You a Hero to Your Customers

Today more than ever, your customers think in terms of Services and not Systems.  As the front office to IT, it is critical for Service Desk professionals of all levels to begin thinking and acting in this framework.   However, pragmatic approaches to this challenge don't exist, making it difficult and problematic to grasp how to accomplish this important goal.  

Join us at our March meeting where Karen Reinsel will teach us about approaches to business service mapping, including:

• Why do we care about Business Services and Service Models in general?
• What makes up a Service Model?
• How to approach mapping of Business Services to support your Service Model.
• Typical requirements to support successful Business Service Mapping.
• High level view into the world of Mapping Tools that might help.

 Please register by Wednesday, March 11, 2015.

Meeting Agenda

Speaker Biography

Karen Reinsel, Senior Account Executive, ServiceNow

Karen Reinsel has 30+ years’ experience in the world of Service Management, both within IT and outside of IT.  Her background is quite varied, starting her career as a Help Desk analyst, supervisor, manager and director.  Karen migrated to the world of management consulting working with top tier organizations at Deloitte Consulting.  She has run two national Service Management consulting practices.  Karen is currently a Senior Account Executive for ServiceNow, working with the largest IT and Shared Services organizations here in Pittsburgh.  Additionally, she is the past Programs Chair for HDI Steel City and founding officer of the HDI Chapter in Orange County, CA as well as the Los Angeles LIG for itSMF.  And yes, she is married to the current Steel City Co-VP of Programs, Tom Reinsel :)