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Problem Management SIG | Metrics for Problem Management
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To borrow a passage from “The Definitive Guide to IT Service Metrics”, In order for any metric to provide benefit, we must understand our goals and expectations for the metric rooted in the success of the process, service or product we are measuring. Metrics are the source of valuable information for any organization and can provide an abundance of benefits, including: • Demonstrating organizational maturity • Driving and changing behavior of the organization and staff • Discovering opportu

6/4/2014
When: 6/4/2014
2:00 PM
Where: BrightTalk
https://www.brighttalk.com/webcast/845/113049
Presenter: Ted Gaughan and David Ferguson

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To register to attend, please visit: https://www.brighttalk.com/webcast/845/113049

METRICS FOR PROBLEM MANAGEMENT

 

We are pleased to announce that we have two outstanding presenters for our next Problem Management Special Interest Group BrightTalk session, “Metrics for Problem Management”, scheduled for 2PM EDT on Wednesday, June 4, 2014.

To borrow a passage from “The Definitive Guide to IT Service Metrics”, In order for any metric to provide benefit, we must understand our goals and expectations for the metric rooted in the success of the process, service or product we are measuring. Metrics are the source of valuable information for any organization and can provide an abundance of benefits, including:

·   Demonstrating organizational maturity

·   Driving and changing behavior of the organization and staff

·   Discovering opportunities for improvement

·   Justification for change and the cost of change

Ted Gaughan has over 30 years of experience in IT engineering, operations & program/project management. He holds certifications as PMP, ISO/IEC 20000 Consultant, ITIL Expert, Process Design Engineer (CPDE), TIPA Lead Assessor, IT Project+ Professional & COBIT Foundation. He leads client engagements in IT process assessments, process consulting & optimization, organizational strategic development & enterprise service assurance.  Ted is the co-author of “The Definitive Guide to IT Service Metrics” (the first publication offered in the itSMF Thought Leadership series).

Ted will provide an overview of Metrics for the Problem Management process and will focus on:

·    What are Metrics

·    How do you decide what Metrics are important to your organization

·    What are some typical examples of Problem Management Metrics

David Ferguson is the CEO and President of OakTree Enterprise Solutions, Inc., and is the founder and CEO of 5000fish, Inc., the software vendor behind Yurbi, an enterprise business intelligence solution that is focused on the IT Service Management market. David holds a Bachelor of Science in Engineering degree from Duke University and a Master of Systems Engineering degree from Virginia Polytechnic Institute and State University (Virginia Tech). Prior to founding OakTree and 5000fish, David worked for CA Technologies, Electronic Data Systems and Lockheed Martin and has extensive experience in the development of comprehensive measurement framework, reporting and dashboard solutions.

David will go into more detail on how to build a measurement framework and discuss:

·  How you access and consolidate the data that’s required for building reports and dashboards

·  The benefits and issues of accessing multiple databases for consolidated reporting/dashboards (with some examples)

·   How do you make the data available to your stakeholders and constituents

Please register for the event at: https://www.brighttalk.com/webcast/845/113049


Please also join the itSMFUSA Problem Management community at:

LinkedIn itSMF Problem Management SIG Group:

http://www.linkedin.com/groups/itSMF-Problem-Management-Special-Interest-6525784/about

 

Please also visit the new Problem Management SIG website at:

http://www.itsmfusa.org/members/group.aspx?id=132881

 

Or Follow us on Twitter at: @itSMFProbMgtSIG


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