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Monday 9th November 2009 |
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Stream |
Lessons Learned |
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Time |
14.20 - 15.00 |
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Title |
Optimising services by improving incident management |
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Presenter |
Sarah Lascelles
Interserve project Services Ltd |
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About the Presentation |
During 2008, we had a successful incident reduction strategy, which was presented at conference in November. However, at the end of 2008 we were still faced with several challenges, specifically; high volumes of calls to the service desk, aging calls slipping through the cracks, a variable first time fix rate, and incidents that could have been prevented with more training or user guides.
I will discuss how we have built on the successes of 2008, how we learned lessons from 2008 and how we avoided the pitfalls. I will discuss the progress that we make during 2009, including new lessons that we learn. I will also how the outcome has improved service to our internal customer (or not!), and how we have improved the efficiency (or not) of our IT service provision. |
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About the Speaker |
Sarah has been working in IT service management for about 12 years, starting on a first line service desk. She has since worked her way through incident management, problem management, and is now Service Delivery Manager for Interserve Project Services, with responsibility for internal service delivery and for supplier management. She has worked for IT service providers in the past, which provides a useful insight for supplier management. She has been involved in the ITSMF since 2006, attending regional meetings and conferences, and is currently involved in the CSI and Implementation SIG. Sarah has recently gained her ITIL v2 Manager's qualification. |
