itSMF UK - Teresa Lucio

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Wednesday, 8 Feb 2012

Monday 9^th November 2009
Stream	Lessons Learned
Time	13.30 – 14.10
Title	Teresa Lucio CAA Mexico
Presenter	Efficiencies and satisfaction soar in COTEMAR: an ITIL true story
About the Presentation	The IT and Process Management areas of Cotemar (an oil platform and floating hotel construction and rental firm) worked for three years to improve its strategic IT Services. Higher IT quality levels were essential for the firm to survive. First, a service-oriented culture was developed; then the need for ITIL became clear; job and objective definition and training did no longer suffice. Cotemar set out to integrate seven ITILv2 & v3 processes to their day-to-day work. Outcomes? Incidents per user decreased to 1.6 from 3.9; 2.5X increase in users serviced with 10% more IT personnel… reduced costs and increased satisfaction.
About the Speaker	Teresa is currently C.E.O. at Customer Care Associates, where she has participated in projects related to Customer Loyalty, Retention and Service, through the application of CRM, ITIL and Help Desk methodologies. She is experienced in Design and Implementation of processes, Reengineering Strategies, Customer Quality and Service in the areas of IT, Quality, Manufacture, Distribution and Consumer Service Centers for renowned organisations. She has been a professor at graduate programs at ITESM and Universidad Anahuac for almost 20 years in the IT & Quality graduate program area. ITILv3 expert, certified ISO2000 auditor & consultant, Fellow of the ISM.