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Service Desk Performance Management and What's New in ITIL4


Topic: What’s New And Changing in ITIL4

Presenter: Amanda Casteel, Director of Advisory Services, BEYOND20

Abstract: The ITIL framework is an evolving set of processes that are focused on how IT organizations deliver valued services to the organizations they serve. Through the introduction of a Service Value System, ITIL is now integrating modern IT practices such as Agile, Lean and DevOps. With a set of guiding principles around how IT Services are delivered to complex organizations, ITIL4 understands that business value is realized through a combination of Service Management and Technical Management.

Speaker Bio: Amanda Casteel, Director of ITSM Advisory Services at BEYOND20, is an active contributor to the ITSM community. A frequent speaker and author on a variety of IT management topics, she has earned several certifications including the demanding ITIL Expert designation. 

Second Topic: Performance Management and the Well Run Service Desk

Presenter: Jessica Giannasca, Sr. Director IS Business Operations, Children’s Hospital of Philadelphia

Abstract: Through the use of an employee-supervisor feedback loop, Jessica will share various techniques to help the Service Desk maximize team performance. By using data and analytics to inform and drive performance, managers can use motivating techniques and coaching and mentoring to drive team performance. 

Speaker Bio: As a leader at CHOP’s IS organization, Jessica is responsible for the Service Desk, IT Service Management, Business Continuity and Service Management Technologies. She is a frequent speaker on the topics of governance, business process improvements and information security. A graduate of Lehigh University, Jessica is pursuing a Master’s degree from Penn State in the area of Psychology of Leadership.

When:  Jul 17, 2019 from 12:00 PM to 4:30 PM (ET)


Widener University
One University Place
Chester, PA 19013