Tuesday 13th August, 2013
9:45am to 10:45am
Lonnie Shane, Vice President, IT Chief Operating Officer Service Delivery Assurance Honeywell IT Services,
Phil Day, Chief, NIH IT Service Desk &
Jennifer Wels, IT Management Consultant, Pink Elephant
What I Defined Can Be Controlled! What Is Controlled Can Be Measured! What Is Measured Can Be Improved!
Central to these basic tenants is the ability to define measure that matter which feed into an overall measurement framework and ITSM Dashboard. In this panel session will discuss the key elements of designing and establishing a holistic ITSM Measurement Framework. Discussion topics will focus on linking process measures to business value and how to establish a consistent measurement model across multiple ITSM processes to support Continual Service Improvement.
AVP Strategic Solutions Pink Elephant / Troy has extensive experience in leading Service Management programs and is an author and frequent ITSM speaker. bio from Twitter
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