HDI 2008 Session 101 Managing Global Support - Core Competencies (MP3)

The Session
(presented at the annual HDI conference 2008, Dallas, US)
Global managers face countless challenges on a daily basis: Supporting an ever growing portfolio; meeting the technology and service requirements in a highly competitive environment; facing constant cost pressure and resource constraints. Hear how one of the world’s leading strategy consulting firms manages and delivers world class IT service to 6000+ internal customers in 70 locations around the globe. Hear how to influence ownership, motivation and commitment, capture business needs, manage performance and improve success on a global scale.

Materials
Printouts (960KB)
Audio (27.7MB)
Conference brochure (6MB)

HDI 2007 Session 403 - Implementing an internal Service Catalogue (MP3)

The Session
(presented at the annual HDI conference 2007, Las Vegas, US)
Hear first hand how one of the leading strategy consulting fi rms developed and implemented a service catalogue for its internal IT organization. This practitioner presentation translates theory into a real-world example. Experience the advantages and benefi ts a service catalogue has to offer. Hear about the project structure and all the steps in the process. Discuss how to overcome the challenges along the way. Understand the catalogue structure.

Materials
Printouts (388KB)
Audio (26.5MB)
Conference brochure (3.7MB)

HDI 2005 Session 301 - Transforming into a global IT organization (MP3)

The Session
(presented at the annual HDI conference 2005, Las Vegas, US)
Discover how a global service corporation with 60 locally-focused on-site help desks transformed its IT into a global service organization. Experience how a three-tier IT service organization can help to improve IT service quality and competitiveness, boost efficiency, and allow for greater flexibility and pro-active management. Prepare for the obstacles you will encounter when you plan and implement such a drastic change, and how can you do it in an evolutionary approach.

Materials
Printouts (280KB)
Audio (30.8MB)
Conference brochure (1.8MB)