Anthony Oxley

An experienced IT Service and Project Manager, with over 25 years experience of IT Service Management and IT Operations in Academia, SMB, and large corporate organisations, with specialisms across Service Design and Transition, he has delivered business transformation in the In-sourced and Outsourced arenas by developing and embedding process and operational improvements across the ITSM function and the wider Enterprise. Anthony is ITIL v3 qualified up to intermediate/practitioner level in Service Transition, Continual Service Improvement (CSI), and Service Level Management.   A member of the ITSMF UK for over 15 years, Anthony most recently chaired the ITSMF Service Level Management group,and has presented at conference for over 8 years on the themes of Service Transition, SLM,  and Enterprise Service Management.  

Abstract

The importance of People in the Service Management Triangle​

Many of us are aware of the combustion triangle, as we are the Service Triangle.  The combustion triangle illustrates the three elements a fire needs to ignite and continue to burn given that a fire naturally occurs when the elements are present and combined in the right mixture.  The same is true of the Service Triangle, and its three elements of People, Process, and Technology. So why does Service Management so often focus on Process and Technology, and forget the most fragile and valuable of these elements - People ?   This session will explore how we use Service Management best practices across the Enterprise to engage with other organisational departments, such as HR, to protect and develop this critical element to Service Management success.