May Webinar – 05/03/17

The IT Infrastructure Library

(a tool for creating and maintaining value in IT services)

speaker photo

Jeanne Schock


The IT Infrastructure Library (ITIL) is a process framework for the management of IT services. It is a set of IT Best Practices which an organization can adapt to develop processes for service design, delivery, support and improvement. This presentation will begin with an introduction to ITIL and the concepts of the service lifecycle and IT Service Management. We will then look more closely at how ITIL supports the delivery of value to customers through IT services. ITIL defines a service as a means of facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Services must meet customer expectations for Utility and Warranty – Fit for Purpose and Fit for Use. To achieve this, ITIL places a higher investment of resources and time early in the IT service lifecycle, in pre- production activities such as requirements definition and testing. Continual Service Improvement provides a measurement framework and 7-step process for identifying and implementing improvements to service and process effectiveness, efficiency and cost effectiveness. The presentation will end with a look at how ITIL integrates with other frameworks and standards for IT Governance, risk management, security and quality such as COBIT and Six Sigma.


Jeanne Schock has a background in Linux/UNIX/Windows system administration that includes working at a regional ISP, a large video hosting company and a Top Level Domain Registry services and DNS provider. About six years ago she transitioned to a role building, managing, and promoting processes in support of IT operations, disaster recovery, and continual improvement. She is a certified Expert in the IT Infrastructure Library (ITIL) process framework with in-the-trenches experience with such processes as Change, Incident, and Problem Management. Jeanne is an experienced trainer and public presenter and accredited ITIL Foundation trainer. She also has a pre-IT academic and teaching career.

Date / Time:

  • Wednesday, May 3rd
  • 6:00 – 7:00 PM CST

Registration / Fee:

A $10 fee is required to attend this webinar.

May 3, 2017 Webinar Fee
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We look forward to seeing you there!

Upon registration information for logging into this webinar shall be sent to you prior to the event.

For any question about this webinar contact our Education Chair (Norma Antunano)


0.1 RUs shall be given for participating in this event.