Kaimar Karu

President @ itSMF Estonia

Gear Up Day Trainer Pannelist Speaker

IT Service Management – beyond process

ITSM is sometimes referred to as a process-heavy and bureaucratic approach, which creates more constraints than value. Yet, many organisations have benefitted hugely from ITSM without a negative effect on flexibility or speed. What are they doing differently? How have they approached the adoption of ITIL? The session looks at key capabilities and core competencies required for effective and efficient service management, and highlights the ways processes support delivering value with fit-for-purpose and fit-for-use services. We will also explore how the practical approach in ITIL Practitioner – the newest addition to the ITIL qualification scheme – helps other organisations to leverage the lessons learned