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St Louis LIG | New and Improved: What is CSI really all about?
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10/19/2017
When: 10/19/17
5:30 pm - 7:30 pm
Where: Washington University Technology & Leadership Center
One Brookings Drive
St. Louis, Missouri  63130
United States
Contact: Kirk Garten


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Agenda:


5:30 – Registration / Networking 
6:00 – Welcome / Introductions 
6:15 – Presentation by Ken Wendle - “New and Improved: What is CSI really all about” 
7:15 – Wrap-up / Networking 

Presentation Abstract: 
"New and Improved: What is CSI really all about?
"

What, exactly, does it mean to “improve”?  And what constitutes an “improvement”?

In summary: it’s not an improvement unless it increases VALUE to the customer!  But how do we do that?

Come learn the answers to the most important CSI-related questions in this - one of Ken’s most informative, thought-provoking and entertaining presentations to date – where you’ll also learn:


1. How Continual Service Improvement is NOT a stage of the service lifecycle.
2. How CSI is almost as “strategic” as Service Strategy 
3. How to use a proven process and model to better understand, prioritize and meet your customer’s most important needs
4. The three overarching goals of improving Service Management by doing the “Service Improvement Macarena”
Come learn what CSI is really all about!

Ken Wendle – Bio
Edify ITSM, Inc.
Instructor, Consultant, Speaker

 
As a co-founder, past president and board member of the itSMF USA and his work on the itSMF International board as well as significant involvement with the HDI, Ken Wendle has been in the service and support space as an instructor, consultant and speaker for quite some time!  


Ken started out as a programmer/analyst, ultimately moving into the service management space.  Upon his “retirement” from HP in 2012, he started his own training and consulting company, Edify ITSM, Inc., and continues to make a positive impact within many organizations.
He is the author of numerous white papers and industry articles and has been a key-note or featured speaker across the USA and internationally in places like Australia, the U.K, The Netherlands, Chile, Finland, Norway, Spain, New Zealand and even Macedonia   
Ken holds the unique distinction of being the only person to have been a featured speaker at every itSMF USA-sponsored annual national conference since helping launch the event in 2001. 


In recognition of his pivotal and essential role in creating awareness, adoption and expansion of ITIL© and Service Management Best Practices throughout the USA and globally, Ken is the only person (thus far) to have received two highly prestigious industry awards: the itSMF USA Lifetime Achievement Award (1997) and the HDI Ron Muns Lifetime Achievement Award (2016). 
He has served as an advisor to the itSMF USA and multiple terms on the HDI Strategic Advisory Board as well as the “Service Management Excellence” track chair for the 2015 and 2016 HDI Conference and Expo. 
Ken's often-humorous, usually entertaining, but always pragmatic, informative, insightful, and topical presentations consistently earn him high praise. 


By his own admission, there are many, many, many things Ken knows absolutely nothing about.  


Fortunately for us, service management is not one of those things. 


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