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Event Details
Local Chapter meeting to follow SMA Webinar physically at both Green Bay and Appleton location of Schenck SC.
RSVP for local chapter meeting @
Virtual login information below:
1. Please join my meeting.
https://www1.gotomeeting.com/join/369863929
2. Join the conference call:
Dial 712-338-7101
Access Code: 369-863-929
Meeting ID: 369-863-929
Invitation to Join Titletown HDI Meeting Over the Web
Topic: A Metrics & KPI Program for the IT Service Desk
As seen in SupportWorld, Nov/Dec 2009 |
|
Date: Friday, April 16, 2010
Time: 2-3 pm CST
“IT service desk managers…generally consider metrics and KPIs as critical to evaluating the success of their business units and as the basis for developing strategic action plans for the future. Why is there so much confusion as to the difference between metrics and KPIs, and why do we even need them?”
Excerpt from:
“Implementing an IT Support Metrics and KPI Program”
by SMA CEO, Steve Dreyer, SupportWorld Nov/Dec 2009
During this webinar Steve Dreyer will discuss the difference between Metrics and KPIs (key performance indicators) and explain how the IT service desk can use them to:
- assess effectiveness
- manage IT resources
- measure customer satisfaction
- analyze the impact of making changes on end users
He will cover:
- Which service desk operations metrics should be collected, according to best practices
- Which metrics are KPI-worthy
- Examples of metrics, KPIs and Action Plans
- How to do strategic planning and goal-setting
- How to initiate a Metrics and KPI program at the IT service desk
- Samples of web-based reports and dashboards
To Register: https://www1.gotomeeting.com/register/349400009 or click REGISTER
About Steve Dreyer:
Steve Dreyer is the CEO of SMA Management Systems, an IT service management consulting firm that has been working with clients on their service desk systems and processes since 1984. SMA specializes in help desk assessments and reporting and has been the number 1 reseller for a major service desk software firm for the past six years. Visit SMA on the Web at www.smasystems.com and www.smaconnect.com
When & Where
Schenck SC
200 E. Washington Street
Appleton,
WI 54911
Friday, April 16, 2010 from 2:00 PM to 4:00 PM (CT)
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