Sue Conger

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IT Service Management Careers

• Who is hiring?

Sue Conger Director, IT and ITSM
Programs University of Dallas
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Agenda

• Background
• What is IT Service Management?
• Demographics of ITSM-hiring companies
• Hiring Company expectations
• Hiring information
• What you can do to enhance your hirability
• ITSM educational offerings

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IT Imperatives Business Alignment
75th Percentile and Above
25th Percentile and Below
75th Percentile and Above
25th Percentile and Below
1 For 9 out of 10 companies whose
management-practices scores and levels of IT
deployment both ranked in the top quartile.
Source 2005, Dorgan Dowdy -- London School of
Economics-McKinsey Survey and analysis of 100
companies in France, Germany, United Kingdom, and
United States
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IT in Organizations is Changing
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What is IT Service Management?

• Demand management for IT services that is aligned
  to corporate strategy and initiatives.

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What is IT Service?

• A service is the means of delivering value to
  customers by facilitating outcomes customers want
  to achieve with management of costs and risks.
• Services facilitate outcomes by enhancing the
  performance of associated tasks and reducing the
  effect of constraints
• Standardized services increase the probability of
  desired outcomes

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ITIL ExampleManaging Outages Changes
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ISO/IEC 20000 Service Management
Service Delivery Processes
Service Planning Budgeting/Accounting for IT
Services Information Service Mgmt
Continuity/Availability Service Level Mgmt
Change Control Processes Configuration, Change
Relationship Processes Bus. Relationship
Mgmt Supplier Mgmt
Release Processes Release Mgmt
Resolution Processes Incident Mgmt Problem Mgmt
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ITSM FrameworkCater-Steel, 2007
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Hiring Company Demographics Company size
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Hiring Company Demographics Employees
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Hiring Company Demographics ITSM(ITIL) Hiring
2005-2007
Total ITSM Hiring Market 15,000/yr
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Hiring Company Demographics ITSM Process
Projects Underway in Your Company
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Hiring Company Demographics Status of Process
Improvement Projects
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Hiring Company Demographics Hiring Sources
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Hiring Company Expectations ITSM Work
Experience of New Hires
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Hiring Company Demographics Do you hire
college grads for ITSM positions?
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Hiring Company Expectations ITSM Concept
Importance to MBA/MS hires
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Hiring Company Expectations ITSM Concept
Importance to Undergrad hires
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Hiring Likelihood Likelihood of HiringITIL
Certified MBA/MS Grads
The 58 Very Likely Certain is every company
that hired 2 people in the last 2 years.
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Hiring Likelihood ITIL Certified Undergrads
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What you can do to enhance your hirability

• Take additional courses to get ITIL Foundations
  training
• Become ITIL Foundations certified

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ITSM Educational Offerings

• Masters Level
• U. Dallas, Irving, TX
• MBA, MS, MS/MBA, Certificate
• Online and Onground
• ITESM (MX), Technical U of Munich (DE), Rhodes U
  (SA), S Queensland (AU)
• Indiana, CMU, Pitt, St. Louis, St. Marys (TX),
  Idaho St., Florida Atlantic
• Single ITSM classes
• OR
• ITSM integrated into core IT course
• Undergraduate Level
• Missouri State University
• Moravian College

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Take-Aways

• The market for ITSM grads is about 15,000/yr
• Some ITSM training is considered important to all
  IT students
• Companies are hiring both undergrad and grad
  students with ITSM foundations-level training

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Thank you!