Upcoming Events
WEDNESDAY SEPT. 22, 2010
Measurements & Metrics for the Service Desk (Help Desk)
….. One Size Does NOT Fit All
This interactive session will discuss the myriad of metrics that we use to measure the performance of our Help Desks, and why there may be “different strokes for different folks” when it comes to Service Desk metrics.
Whether you are just starting up a new Help Desk, or whether your Service Desk is already operating at a Level 5 according to the ITIL Process Maturity Framework; there are some metrics that should be examined and reported to improve the cost and the quality of services being provided.
Whether you are operating a small internal Help Desk, or a large Service Desk providing outsourced services; there are some metrics that should be gathered and leveraged to enhance your level of support for your customers.
Come to this session prepared to hear, and to discuss, the pros and cons of various metrics relative to your business plans and priorities. Better yet, bring a sampling of your current metrics and reports with you, and compare notes with your peers.
Either way, you will leave with some new insights into ‘what’ to measure and ‘why’, for your Help Desk / Service Desk, and for your organization.
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About this month’s Speaker …..
Glen B. Purdy
Glen is a Management Consultant and Associate Director with Fujitsu Consulting.
With over 25 years of experience as an Information Technology Service Management (ITSM) practitioner, Glen's experience in assessing, designing, and operating IT service organizations enables him to provide his clients with insightful guidance from a combined business and technology perspective.
As an early adopter of the ITIL best practice framework, Glen has earned the newly established ITIL V3 ‘Expert’ and Certified Process Design Engineer (CPDE) designations. As an Accredited Trainer (AT) for ITIL, Glen also provides classroom instruction for ITIL Foundations Certification & Foundations Bridge certification. In support of the ongoing development of the ITIL framework, Mr. Purdy served as a QA advisor for the ITIL V2 “Application Management” and the ITIL V3 “Service Transition” publications.
Glen has assisted a number of clients improve the efficiency and effectiveness of their IT service delivery and support processes utilizing the ITIL framework for industry best practices.
Glen is an active member of the Help Desk Institute (HDI); having participated in a variety of roles at the Local Chapter level, and internationally on their Member Advisory Board. Glen served as one of the contributing Subject Matter Experts for HDI's published book entitled "Implementing Service and Support Management Processes: A Practical Guide", and participated in HDI's recent review of their "Support Center Leadership Certification Standards".
Glen is also an active member of the itSMF (Southern Alberta Branch).
itSMF Canada has just announced the 2010 Professional Development Day schedule and we are pleased that Calgary is slated for October 18th!
The itSMF Southern Alberta Branch would like to invite our HDI members to join them and have arranged to extend “member pricing” to HDI membership.
This year’s theme is “taking care of business”! How do organizations leverage IT Services to achieve business excellence? Topics will focus on the alignment of IT to business needs, the Service Catalogue, and Service Level Management. For more information, download the attached document or visit their website below.
Registration is available at http://pddays.itsmf.ca and you should use the promo code “Partner” to receive preferred member pricing.
Members please click here and email us the your information (name(s), company name, e-mail, phone) to register for the September event. This event is no charge to members.
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