Richard Josey is the Lead Service Management Consultant for Thebes Group. He has over 15 years’ experience in service management, is an ITIL expert, and has helped drive many organizations in their efforts to implement and imbed mature service management processes. This has comprised of numerous Incident, request, problem, change, configuration and release management processes, in a variety of environments. His approach is always to look for pragmatic solutions, which provide clear benefit and help achieve valuable business goals. Richard is also the chair of the BCS Configuration Management Specialist Group (CMSG), and a committee member of the BCS Service Management Specialist Group (SMSG). In addition, he speaks publicly, at a number of industry events including BCS, itSMF and Gartner conferences, as well as on a number of webcast and webinars.
There’s a wealth of materials available to help create or improve various ITSM processes and increase levels of maturity. But how do we turn this into a ITSM roadmap? Here Richard Josey discusses how to build and refine yours.