Events

Shows and Conferences

 

Chief Service Officer (CSO) Summit

October7-8, 2010
Seaport Hotel & World Trade Center
Boston, MA

CSO Summit 2010 Overview
“The Fully Connected Service Enterprise”
Aberdeen’s Fifth annual CSO Summit – to be held this year in Boston, MA – will bring together the leaders of the new global economy. The CSO Summit will be the preeminent event of 2010 facilitating the forum for service, operations, and customer management executives to network, learn, and communicate the strategies necessary to successfully excel in any industry – and in any economic condition.

Service Management EXPO

21st-22nd September 2010
NEC Birmingham UK
Hall 10
Stand 505   

The perfect event for service management professionals looking to find the latest technologies, hear from thought-leading industry experts and meet new acquaintances within the community.

 

Online Events

Recording Now Available:  How to Make ITIL Really Work for Your Organisation
Today’s IT organisation is rapidly shifting from a focus on technology and internal needs to a deeper focus on how well IT actually services their end users in order to meet and/or exceed customer service expectations from both internal and external users. Information Technology Infrastructure Library (ITIL) has become the most comprehensive and widely accepted IT Service Management (ITSM) framework in the world. The challenge with ITIL is that it does not tell you how it must be implemented it merely provides a framework of best practice service delivery. ITIL practices should be implemented like any other process improvement programme; in a way that is in line with a company’s unique business needs and as part of an overall business strategy. As a result, IT service organisations can ensure that they are delivering the highest level of consistent service and support to end users, increasing satisfaction and lowering the cost of service support and delivery. A successful ITIL implementation will also provide you with the key metrics necessary to improve service level agreements (SLAs) both internally and externally as well increasing the flexibility and adaptability of the services your organisation offers.
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Recording Now Available:The Chief Service Officer's Guide to Service Revenue

As cost cuts in response to the overall economy have taken their course, organizations are now down to their core value generating resources, and are therefore looking to these resources to generate sustainable and predictable revenue streams to help support margin initiatives. At Aberdeen's 2009 Chief Service Officer (CSO) Summit, 31% of polled CSO's indicated service-led revenue generation as the top goal of their business in 2010. Given the intentions of these service leaders, perhaps the wise saying about the vanity of revenue requires an amendment to the extent of, "Revenue in isolation is vanity….". Cost cutting in isolation is counterproductive, just as revenue generation without attention on margin is ineffective.
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