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| February
29, 2012 - Malcolm Fry’s Power of Metrics for Optimal ITSM
Performance |
Are you having a Good
Day
or Bad Day? Wouldn't it be great if we knew at the start of
each day what kind of day it was going to be? After
listening to Malcolm Fry this past Wednesday during the first South
Florida HDI meeting of 2012,
attendees now have the ability to answer that question on a
daily basis.
At the second stop of a 15 city tour, Malcolm came to the Carnival
Cruise Lines Doral Headquarter
in Miami to share his new class, “The Power of Metrics for
Optimal ITSM Performance". Malcolm, an industry
expert and acclaimed author, shared his wisdom, experience and
stories to a packed room of 56 attendees. He started the day with a
historical perspective of metrics and then used examples ranging from
baseball to Chinese hand signals in order to communicate his message.
His Good Day, Bad Day (GDBD)
template helps your organization breakdown ITSM Key Performance
Indicators (KPI's) and Critical Success Factors (CSF's) into an easy to
read dashboard.
Attendees came from various industries such as healthcare, banking and
universities resulting in plenty of networking opportunities
and knowledge sharing. Participants exchanged ideas about project
management and various ITIL processes, while group exercises fostered
collective thinking and also offered another unique networking
opportunity.
We would like to thank Vijo Menon from Broward Health who contributed
to this meeting recap. Special thanks also go to Carnival
Cruise Lines for hosting the event and to our tour sponsors, BMC
Software, SERENA
and ServiceNow.
Thanks to their generosity this event was free to everyone.
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| Related
Event documents |
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South Florida HDI Malcolm Fry Event
Feb 29 2012 Presentation Deck
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| Event
Photo gallery |
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| Original Event Invitation |
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South Florida HDI
Platinum Sponsors
Gold Sponsors
Web Sponsors
Date
February 29, 2012
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Time
8:00 AM
to
3:00 PM
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Location
Carnival
Cruise Lines
3655 NW 87 Avenue
Doral, Florida 33178
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Driving
Directions
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CLICK HERE to
RSVP today!
|
Agenda
7:30
- 8:00am
Registration and Networking
8:00
- 3:00pm
Presentation by
Malcolm Fry
Power of Metrics for Optimal ITSM Performance |
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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 http://www.thinkhdi.com/PowerOfMetrics.
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
http://www.ThinkHDI.com/MetricsTour
for details and registration
This
course (a $695 value) is available free for courtesy of our sponsors ServiceNow,
BMC
Software, FrontRange
Solutions and SERENA.
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Keynote Presentation
by Malcolm Fry
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Presented by:
Malcolm Fry
Owner and Information Technology and Services Consultant
FRY-Consultants Ltd |
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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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