March 2010
HDI Trillium Chapter March Monthly Meeting
Making Operational Dashboards Meaningful through Successful Support Modelling!
Event Date: Wednesday, March 31, 2010
Event Time: 2:00 pm - 4:00 pm
Cost (HDI/itSMF members): $20.00
Cost (Non-members): $35.00
Venue: Novotel, 45 The Esplanade, Toronto, ON, M5E 1W2, (Novotel tel# 416-367-8900)
Synopsis
Have you ever looked at desk and incident reports or dashboards and
wondered why they just don't speak to you, or perhaps to your business
executives? Your service desk and tier 2 staff are as busy as ever, but
it is unclear where they are making the greatest contribution to the
business, or where improvements can be made.
In this informative session, find out how support modelling your IT
services can lead to support alignment between your desk and Tier 2+
staff, and how effective incident coding supports meaningful reporting
for IT support. This session will include a walkthrough of a real-world
successful incident support model, classification/categorization
opportunities, meaningful dashboards and critical support model success
factors.
Speaker Bio
Michael Oas,
Vice President of Definition, ThinkITSM
Michael is well known for his ability to deliver, regardless of the size or
complexity of the initiative. He knows that this can only be accomplished
through effective planning, instilling a sense of urgency by effectively
communicating problem statements, and energizing people.
Michael knows that proper planning ensures that seemingly minor details are
addressed without overshadowing or detracting from the goal at hand -
delivering value, now.
He has a unique and varied background that contributes to his passion for
delivery. After graduating from a Military University with a combined major
in computer and space science, he received his commission as an Air Force
officer and completed a 9-year career as an Air Traffic Controller. Michael
performed many roles including chief evaluator for his fellow controllers
and project officer where he managed large, highly complex operations for
NATO and NORAD. These roles contributed to his laser-like focus on details,
necessary where every decision has critical consequences.
To the surprise of his peers and superiors, Michael left this successful Air
Force career to establish an Internet / Application Service Provider
(ISP/ASP). Serving as president, he successfully grew this company for 5
years, ultimately supporting over 5000 customer accounts and hundreds of
business web sites and hosted applications. During this time, Michael
completed numerous consulting engagements with both small business and
enterprise-sized organizations. As these engagements became more complex, he
chose to sell the ISP/ASP to focus on project management and IT Service
Management consulting full-time.
Throughout these many engagements, Michel became increasingly interested in
quality assurance and best practice service management methodologies. It
seemed that every company was looking for advice on how to effectively
manage their IT investments, but there was a serious absence of consistency
in tactical service delivery. While many of these methodologies, including
ITIL, provided great guidance at the 10,000' level, there was a lack of on
the ground implementation support to ensure companies were delivering real
value through IT Service Management.
It is this consulting focus that Michael brings to ThinkITSM. As Vice
President of Definition, Michael has contributed in establishing repeatable
models that accelerate value realization, ensuring that outcomes can be
measured and achieved. He knows that all aspects of the ThinkITSM solution
need to integrate seamlessly, ensuring that the right information is
accessible and automation is applied accordingly in ways that reduce work
effort, ensuring rapid delivery - delivering value, now.
Speaker Michael Oas is the co-author of the book, 'The Step by Step Guide to
Creating a CMDB'
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