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February 2011
Date: Wednesday February 16, 2011
Synopsis:
Is the Service Desk the ‘Rodney Dangerfield’ of IT; does yours get the respect it deserves? How can the Service Desk elevate its position within IT and take its place as an organizational information hub, which will improve how IT can deliver service to the business? Defining meaningful, measurable, achievable improvements can be a difficult process. This session will outline the steps service desks need to take to ensure that they are not only ‘valuable’ in their organizations but are ‘visibly valuable’.
About Charles Cyna Website: http://www.thinkitsm.com/Leadership.aspx Charles has a proven track record of over 16 years in the IT Service Management industry and 10 years running a technology company with offices in both Canada and the USA. After studying Accounting & Finance at University in Nottingham, England, Charles started his IT career with Claris UK, the software subsidiary of Apple Inc. After several roles including managing the partner channel for Scotland and Ireland, he moved to Canada to establish a help desk division with a high-end systems integrator working with such tools as HEAT, Peregrine and Remedy. In 1999, Charles co-founded Avante Solutions, Inc. (Avante); a leading Service Desk and Customer Relationship Management (CRM) consulting company. Charles was integral in establishing the HEAT help desk brand in Canada through the Avante distribution arm that sold help desk software to over 400 companies including CIBC, KPMG Canada and Maple Leaf Foods to name but a few. Over the last ten years, offices have been established in Toronto, Calgary, and Chicago and the company continues today offering some of North America's most well known organizations strategic consulting in the areas of Service Management and CRM. Charles’ experience in tool implementation led him to look at ways in how organizations can improve service performance and brought him to be an advocate of organizations’ implementing formal Continual Service Improvement (CSI) practices. ‘How do you know if you're winning, if you don’t keep score’ In 2007, Charles’ vision to make CSI adoption easy culminated in the creation of ITSM Coach, a tool that baselines IT Service Performance and helps make incremental improvements to performance. Today, organizations of any size can reduce the cost and complexity involved in delivering IT Services to their employees. As the President of ThinkITSM, Charles’ focus is to ensure that ThinkITSM continues to provide the best measurement experience for IT Service Desks around the world. |
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