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Higher Ed | Simplifying Service Response with Standard+Case (Virtual)
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Register through BrightTALK: See link below. ​ In this webinar, Brian will introduce the Standard+Case approach and discuss benefits for both IT and non-IT service providers.

 Export to Your Calendar 5/4/2017
When: 5/4/2017
11am
Where: BrightTALK (Virtual Event)
United States
Contact: Mitchell Pautz

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Session Title: Simplifying Service Response with Standard+Case

When: May 4, 2pm ET / 11am PT

 

Register through BrightTALK:  

https://www.brighttalk.com/webcast/845/255781?utm_source=itSMF+USA&utm_medium=brighttalk&utm_campaign=255781

 

In this webinar, Brian will introduce the Standard+Case approach and discuss benefits for both IT and non-IT service providers.

 

Description: Service Management best practice describes many different situations that a provider must deal with. Incidents, Problems, Requests, Events, Changes – all with best practice processes of their own, but while these distinct classifications provide clarity of measurements they can also get very confusing for first line resources handling the majority of customer contacts. The Standard+Case approach can complement best practices while leading to a more efficient adoption and understanding by service provider staff. Brian Newcomb is the Director of Technology, Process, and Data Solutions within the Office of Human Resources at The Ohio State University. His team is responsible for aligning HR information systems and related technology with business processes while delivering the data required to drive business decisions. Brian has worked in technical, leadership, and consultancy positions over the last 20 years and has led numerous IT Service Management initiatives and organizational transformation efforts. Today, Brian uses this experience along with industry certifications in ITIL, CobIT, and LeanIT to promote process improvement, maximize value, and foster a customer centric culture.

 

Presented by Brian Newcomb, Director – Technology, Process and Data Solutions The Ohio State University, Office of Human Resources

 

Hosted by Edward Gray, Systems Integration and Support Specialist, University of Mary Washington

 

Co-hosted by Mitch Pautz, IT Service Management Analyst / Project Manager, CSU Fullerton


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