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Great Lakes LIG | Snake Oil Metrics
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Welcome all. The Great Lakes chapter of itSMF is pleased to announce our fall meeting.

When: Thursday
From 05:30 PM until 08:00 PM
Where: New Horizons
14115 Farmington Rd
Livonia, Michigan  48154
United States
Contact: Jan D. Vromant

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Our special guest and speaker will be Jan Vromant, Program Manager at Fruition Partners. He focuses on IT Service Management (ITSM), ITIL (IT Infrastructure Library), and cross-functional governance. He is certified in ITIL Service Management (v2 Service Manager and v3 Expert), COBIT, CGEIT, PMP, TOGAF, and ISO/IEC 20000 Consulting. Jan is a frequent speaker at national and regional itSMF conferences and published several articles on ITIL and ITSM-related topics. Prior to joining Fruition Partners, he acquired extensive experience leading ITSM and outsourcing projects at several major consultancy firms. He is originally from Belgium and lives in the Detroit area.
Topic Description:
The topic of "Snake Oil IT Metrics" deals with the disturbing fact that IT service providers and clients sometimes use deceptive metrics to score some "win", hide some bad news, or, in the worst cases, deceive their business customers.  Based on a number of juicy but troubling examples from his experience, Jan illustrates how important it is to thoroughly understand (a) the relevance and content of a metric, and (b) how metrics relate to multiple ITIL processes.  He further cautions against trivializing the task of choosing, reporting, and interpreting metrics, because of how metrics influence behavior.