Welcome to itSMF USA's Buffalo/Rochester Area Local Interest Group!
President: Michael Caruso (firstname.lastname@example.org)Vice President: Membership Chair: Secretary/Treasurer:Social Media and Communications:
On February 13th, our speaker, Kirk Holmes, will
discuss how to use Six Sigma principles to drive substantial improvements in
Service Desk performance.
This presentation presents techniques and methods
using a real life implementation (case study) for a service desk
organization. How do you reduce IT costs, improve quality, and fulfill
the service provider mission? This challenge is faced by organizations
serving both internal and external customers. Many Service
Desks have been working hard on adopting ITIL and other frameworks, focusing on
handling of user’s incidents/requests, and becoming the single point of contact.
This presentation will walk through a real life
implementation that used Lean Six Sigma, and ITIL, using a Quality Management approach
to improve a Service Desk serving enterprise users. Kirk
will discuss the analysis used and how the Lean Six Sigma methodology is
applied to effect real change. ITIL is not a panacea – metrics-driven
performance improvement is what customers demand and deserve.
He will also discuss the results
of the implementation, and how the Service Desk reduced resolution time for
escalated Incidents by 66% while reducing per call costs and increasing
Kirk explains how to apply the methods, techniques, and analysis principles used in
this case study in any operational environment across the IT Landscape. Your
take away will be the knowledge you need to make improvements regardless of your role in the organization.
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