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CANCELLED: Software Special Interest Group  

Patrick Henry Library, Vienna; FDA Silver Spring; MITRE Bedford MA; MITRE Eatontow; MITRE Aberdeen,
Patrick Henry Library, 101 Maple Ave E, Vienna, VA 22180
FDA, Bld 66, room G512, 10903 New Hampshire Avenue, Silver Spring, MD
Various, Maryland

Jan 26, 2016    6:30 pm - 8:00 pm (GMT -5:00) EST


The IT Infrastructure Library - a tool for creating and maintaining

 value in IT services

Presented by Jeanne Schock

Tuesday January 26, 2016

6:30 PM – Networking and Pizza

7:00 – 8:00 PM – Program

There is no cost to attend at McLean, Silver Spring


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 system administration, working with FreeBSD Unix, Solaris, Linux, and Windows. She has worked at a number of companies in the Internet industry, including a regional ISP, a large video hosting company, and over 8 years at Afilias Inc., a Top Level Domain Registry services provider and DNS solutions expert. She is a certified Expert in the IT Infrastructure Library (ITIL). At Afilias, Jeanne was responsible for all design, implementation, management and improvement of IT processes aligned with ITIL best practices. She has managed technical improvement projects geared toward site reliability and disaster recovery. She served as her company’s internal trainer on ITIL, IT Service Management and Continual Improvement, and has presented at professional conferences. Jeanne got her BA from Vassar College and did graduate work at the University of Toronto in Medieval European studies, teaching Latin in her pre-IT years.

January 2016 Meeting Flyer here.

Locations and Registration 

The presenter will be remote with the presentation video/teleconferenced to the following locations:

MITRE-2, Room 1N100

7515 Colshire Drive

McLean, VA 22102

Host: Scott Ankrum, Cell 240-731-7581

MITRE, Room 2503

260 Industrial Way West

Eatontown, NJ 07724

Host: Aaron Dagen, Desk: 732-578-6301

US Food and Drug Administration (White Oak)

Building 66, Room G512

10903 New Hampshire Ave

Silver Spring, MD 20993
host: James Simpson, Cell: 301-996-4976

MITRE, Room 02-301

Northgate Building A,

209 Research Blvd.,

Aberdeen, MD 21001

Host: Richard Eng, Cell: 703-201-9112


If you can host another location via VTC, please contact Scott Ankrum (below)


 Join online meeting  https://meet.mitre.org/ankrums/M9GRS6JR

Join by Phone  +1 (703) 983-2020

Conference ID: 9105627

Find a local number:


Forgot your dial-in PIN?

First online meeting?



Registration: Webpage: http://www.asq509.org/ht/d/DoSurvey/i/26913 

You must register by noon on Monday, January 25.  If you cannot attend at any location, select telephone dial-in when you register.  FDA (Silver Spring) cannot host non-citizen visitors.  If not a US citizen, please provide your title, employer, and address.  Allow 2 business days for registration before the meeting.


For registration problems or further information contact Scott Ankrum at: ankrums@mitre.org or 703-983-6127