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Bios: Everything Service Management Metrics and Reporting Seminar Jul2012

Steve Straker - Fujitsu Services

Steve Straker is an industry practitioner, with over 15 years Service Management experience. Steve has worked with corporations across the globe implementing good practice and ISO/IEC 20000. His brand of pragmatism and belief that service can be made simpler has always made him an interesting speaker.

"Understanding and Designing Reports - 10 questions you don't want to ask"

From data to dashboard, the headlong rush to produce reports is endemic in our industry. Let's stop and think about what we are doing and who we are doing it for?

A serious and hopefully enlightening session "Looking at pretty reports produced with meaningful intention".

 Key Takeaways:

  • What makes a great report (the reasons behind why we do)
  • Presenting quality reports - the dos and don'ts to successful reports
  • Understanding how to spot a fake report
  • Reports you should be doing - not the ones you think you should be doing

John Sansbury - Infrassistance

John is an ITIL practitioner, consultant, author, examiner and trainer with forty years IT and service management experience. His passion is customer service and helping customers and business users gain more value from IT service provision by working with both sides to improve their processes and interaction.

"The WRONG Ways To Measure And Report!"

Why is it so hard to create insightful measures and meaningful reports? Measurement and reporting is core to effective control and improvement yet so many organisations suffer from poor, inadequate and missing measurements and reports. As both a practitioner and consultant, John has seen and collected many examples of both and will use these to show how organisations get it so badly wrong and by implication, how to get it RIGHT.

Key Takeaways:

  • Classic measurement and reporting mistakes
  • Effective ways to communicate and drive improvement

Susan Storey - SSA Ltd

An ITIL Expert, CSI specialist, SDI Auditor and metrics specialist, Susan is an enthusiastic professional dedicated to good customer service and best practice. Always looking for a practical path to realise the opportunities offered through innovation and emerging technology she is committed to supporting and improving IT professionalism at all levels.

"Bringing metrics to life - the service desk story"

Don't let metrics be dull. Create a picture of your Service Desk with numbers - present them clearly; guide your audience beyond the obvious and focus them on subtler details and nuance. Add colour and dimension to visually represent your customers' current circumstances then use them to influence your future service.

Key Takeaways:

  • Present numerical facts interestingly and engagingly.
  • Delve into human metrics -services are used and supported by people, so measure and present the human factors of your service
  • Address "bad reporting habits" - build up a flexible report portfolio instead; start with five brilliant Service Desk KPI's

Steve Ingall - iCore 

Steve Ingall is Head of Consultancy at iCore Ltd. Steve is also a practicing consultant who has held a number of senior operational, programme and strategic roles that have covered the requirements for change and release and configuration management.

Steve has been a reviewer of ITIL, ISO and ISACA publications and has been a valued speaker at itSMF events for over 15 years.

"Measure what Matters"

How much information can we actually manage and how much do we need to make effective business decisions. Steve will tell us that we only process seven pieces of information at any one time, and that by focusing on six or seven aspects of management we can be highly effective.

Key Takeaways:

Attendees will benefit from the work Steve has done with large-scale organisations on a variety of different dashboards and reporting frameworks. During this time Steve has developed a strong, pragmatic approach to measuring the right things and getting the right / trusted data.

 

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