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Software Special Interest Group  

Apr 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 April 26, 2016

6:30 PM – Networking and Pizza

7:00 – 8:00 PM – Program

There is no cost to attend at Vienna or 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.

April meeting flyer here. 

Locations and Registration 

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

Patrick Henry Library
101 Maple Avenue East
Vienna, VA 22180

Host: Hung Ngo, Phone: 571-765-3333

US Food and Drug Administration (White Oak)

Building 66, Room G512

10903 New Hampshire Ave

Silver SpringMD 20993

host: James Simpson, Cell: 301-996-4976


If you can host another location via VTC, please contact Hung Ngo (below)


Join online meeting: https://asq509.webex.com/asq509/j.php?MTID=mbe1b51c2d4c0cc7126819b7acedf6218 Meeting number: 805 274 863

Join by Phone: 1-650-479-3208 Call-in toll number (US/Canada)

Access Code: 805 274 863


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

You must register by noon on Monday, April 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 Hung Ngo at: hung.n.ngo@live.com or 571-765-3333

Software SIG Chairpersons: Hung Ngo (ASQ), Rhonda Farrell (IEEE-CS)

Software SIG Committee: Salwa M Abdul-Rauf, Farzad Aidun, Scott Ankrum, Aaron Dagen, Richard Eng, Rhonda L. Farrell, James L. de la Houssaye, Chris Jones, Lance Kelson, Alfred Kromholz, Mary E. Lewis, James M. Simpson

Sponsored Jointly By: The American Society for Quality (ASQ), Washington DC & Maryland Metro Section (509), Software Special Interest Group (SW SIG); and IEEE Computer Society, Washington, DC & Northern Virginia Chapters.  Members of the ASQ SW SIG include software quality professionals, software engineers, and others interested in applying quality principles to the field of software development.  See our web page: http://www.asq509.org/ht/d/sp/i/2499/pid/2499.  We meet every month, usually at the Patrick Henry Library in Vienna, Virginia, with VTC to other locations