Past Meetings and Events 2010

January 20 , 2010

Unleashing the Enormous Power of Help Desk KPI's

Event Date: Wednesday, January 20, 2010
Event Time: 8:30 am to 10:30 am
Cost (HDI/itSMF members): $0 (Complimentary)
Cost (Non-members): $0 (Complimentary)
Venue: A computer at your home or office
Speaker: Eric Zbikowski, http://www.metricnet.com/

Synopsis:

Eric Zbikowski is a co-founder and Managing Partner at MetricNet, LLC – the premier provider of performance metrics, benchmarks, performance reports, and scorecards for corporations worldwide.

On January 20th, 2010 from 8:30 am to 10:30 am, Eric will present Unleashing the Enormous Power of Service Desk KPI's.

Today’s service desk technologies and reporting packages make it easy to capture copious amounts of performance data. Most service desk managers can tell you everything from last month’s average speed of answer to yesterday’s average handle time. But what does it all mean? More importantly, what does it tell us about how to manage and optimize service desk performance?

In this session Eric will demonstrate definitive cause-and-effect relationships between the most commonly tracked Key Performance Indicators (KPI’s), and discuss how these insights can revolutionize the way your manage your support desk. Attendees of this course will learn:

• Which KPI’s have the biggest impact on cost
• Which KPI’s have the biggest impact on quality (hint: they are not what you might expect!)
• Two metrics that are rarely tracked, but yield profound insights into service desk performance
• Service level mistakes that can drive your costs through the roof

You will come away from this session with a number of possible action items, including:

• Service level adjustments that will optimize the tradeoff between cost and quality
• A simple way to communicate service desk performance to lay people outside the service desk
• Two surefire ways to cut costs without sacrificing quality

February 2, 2010

The Groundhog Day Effect in IT

Event Date: Tuesday, February 2, 2010
Event Time: 2:30 pm to 3:30 pm, Eastern Time
Cost (HDI/itSMF members): $0 (Complimentary)
Cost (Non-members): $0 (Complimentary)
Venue: A computer at your home or office

Synopsis

This free webinar will not only be educational, but entertaining as well. It is being offered exclusively to HDI menbers. You will learn: * The little things the service desk can do to create a different perception for the business and drive high value in return * Motivation for security - Security concerns after ten years are still not a motivator to people * People are more effective with a carrot than a stick - Returning the power to the people * What do I really want to do, and how can I go about achieving that? * And much more... 

Speaker Bio

Christopher Dancy, Founder, ServiceSphere
Christopher Dancy, ITSM Evangelist and founder of ServiceSphere, is a nationally recognized authority on Service Management, Service desk best practice and Social Media Guru. His blogs and comments are followed by 1000´s in the IT and Service desk communities.

Events