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South Florida HDI


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February 29, 2012

8:00 AM
3:00 PM

Carnival Cruise Lines
3655 NW 87 Avenue
Doral, Florida 33178

Driving Directions

RSVP today!

7:30 - 8:00am
Registration and Networking
8:00 - 3:00pm
Presentation by
Malcolm Fry
Power of Metrics for Optimal ITSM Performance

Join us for a
special free training event on
Wednesday February 29th, 8:00am to 3:00pm for
Malcolm Fry’s
Power of Metrics for Optimal ITSM Performance!

In everyday life, measurement is an essential component. How big? How far? How high? How heavy? What’s the time? What’s the cost? Quite simply, measurement is as old as time itself. So what is a good measurement and how can it impact performance when aiming to exceed targets?

Information Technology Service Management (ITSM) is focused on defining and managing processes to optimize performance. ITSM metrics provide a vast amount of data in the form of measurements. That data must be translated into information that can be used to monitor and manage the business. Learning how to leverage this information produces knowledge used to produce service improvements and sustained performance. In this course, we will take an in-depth look at the ITIL 2011 Edition metrics for incident, problem, change, and service desk management.

This workshop, presented by the renowned Malcolm Fry, is a fun, informative, and productive learning experience about metrics based on ITIL 2011. The workshop contains a series of breakout opportunities that allow for networking and collaborative learning. Course participants will receive and learn how to use a spreadsheet enabling them to report on metrics for the service desk.

A copy of the complete course description and outline is available online at

Course Brochure

Spaces are extremely limited! Reserve your seat today!

  • Each workshop runs from 8:00 a.m. to 3:00 p.m.
  • Morning and afternoon refreshment breaks provided
  • Courseware and the “Good Day, Bad Day” Microsoft Excel workbook (a $99 value) provided on location
  • Hosted by the South Florida HDI Local Chapter
  • Visit for details and registration
This course (a $695 value) is available free for courtesy of our sponsors ServiceNowBMC Software, FrontRange Solutions and SERENA.

Don't miss this free training opportunity!
Click here to register for the class and reserve your seat!

Keynote Presentation by Malcolm Fry

Presented by:
Malcolm Fry
Owner and Information Technology and Services Consultant
FRY-Consultants Ltd

As a recognized IT industry luminary with over 40 years experience in Information Technology, Malcolm Fry serves as an Independent Executive Advisor, and brings an unparalleled breadth of knowledge and experience in IT business and technical issues. Malcolm is the author of many publications on IT service and support, has had numerous articles and papers published, and is regularly contacted as a source of information by technology journalists.

Among his latest publications are 'A Step-by-Step Guide to Building a CMDB’ and the ITIL complementary book 'How to Build a Service Management Department' Malcolm's newest publication is 'ITIL Lite a Road Map to Partial or Full ITIL Implementation'.. Malcolm was also a member of the v3 Advisory Group and a mentor for the 'Service Operations' book. In April 2009 he was awarded the prestigious ‘Ron Muns Lifetime Achievement Award for IT Service and Support.’


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