This presentation was first delivered at the itSMF Australia National Conference in August 2008 and subsequently updated and delivered again at the South Australia branch seminar due to its popularity.

The title Dot your I's and cross you T's was chosen to reflect the means by which the ISO/IEC 20000 standard can be used to assess how well your Service Management processes comply to the standard or as a means by which you can focus on the specific areas that matter most.

Also included in this presentation is a statistical analysis performed by Solisma to examine the uptake of ISO/IEC 20000 internationally and the regions that are focusing on this the most. This presentation is certainly worth the download.

This presentation, delivered at the 2007 itSMF Australia National conference, explores the use of best practices for the management of IT Performance and Service Quality through the use of Business Excellence, frameworks such as ITIL and standards including ISO/IEC 20000.

Business Excellence: examines the alignment of IT Service Management to business initiatives undertaken with business excellence frameworks such as ABEF, EFQM and Baldridge.

Service Quality: looks at the delivery of cost-effective and better quality services to the business through the use of ITIL or standards such as ISO/IEC 20000.

Performance Management: considers how service management metrics and KPIs should be defined, measured and aligned to business scorecards in order to measure real business benefit.