itSMF USA Online Conference: Continual Service Improvement

in
19/11/2009 18:00
19/11/2009 21:00
Europe/Belgrade

Continuous service improvement is part of any successful Service Management implementation. It keeps IT services growing and changing with the business and includes the ability to continuously look at improving service stability, performance and functionality. Continuous service improvement projects can come in many forms. Making it easier for customers to request services, cutting paperwork and wait times for service requests, understanding and producing an excellent service catalog is one way that Elbit Systems of America improved their services. They will be joined in this program by other companies that took on service improvements.

Confirm Attendance

Sponsor Logo
Visit Sponsor Booth Visit sponsor booth

Program

November 19 '09 10:05am PST / 1:05pm EST
How Elbit Systems of America Delivers IT Services to Substantially Increase Customer Satisfaction

Elbit Systems of America (ESA), a leading provider of high-performance products and sub-systems solutions focusing on defense, homeland security, and commercial aerospace markets, faced many challenges that impacted their business. Increasing requests for services, lack of consistency due to use of paper forms, confusion around the request process, and complex procedures for data access resulted in low customer satisfaction and slow times for service delivery. Attend this presentation to learn how ESA: • Improved customer satisfaction for Service Requests • Reduced service delivery time from days to literally hours • Attained faster ROI then originally calculated at project acceptance • Easily processes ~2800 tickets per month • Improved service request to fulfillment processes to control costs • Met Sarbanes-Oxley requirements through improved tracking and monitoring

logo

Harry K. Butler III
Harry K. Butler III
Director of Infrastructure
Elbit Systems of America LLC

Stephen Widen
Stephen Widen
Service Management Product Marketing
CA, Inc.

November 19 '09 10:50am PST / 1:50pm EST
CSI - Just Click Your Heels and Sprinkle Pixy Dust...... Right?

It has been stated where you spend your time and money is a good key performance indicator for priorities and what is of value. Many IT organizations say they value Continual Service Improvement (CSI) but are reluctant to dedicate an accountable resource to ensure quality and improvement efforts are truly undertaken and fully overseen. This session will focus on how you articulate the business case for CSI within your organization by developing specific plans with achievable and quantifiable cost benefits.

logo

Tom Pierce
Tom Pierce
Senior Consultant
AT&T

Nov 19 '09 11:35 am PST / 2:35 pm EST
Continual Service Improvement (CSI): Not only a three letter acronym (TLA)!

IT organizations are experiencing incredible and challenging times right now. New technologies such as clouds combined with the pressure of becoming more efficient and effective are giving IT organizations the chance to reshape how they operate. Best practice frameworks such as ITIL have received great attention across the many enterprise IT organizations. Continual Service Improvement is one of the best practices which can quickly bring great learning, improvements and actions to an IT organization. This presentation will outline the benefits of CSI, where to start and describe the critical success factors. Adopting CSI is key for continuous service management.

logo

Evelyn Hubbard
Evelyn Hubbard
Senior Analyst, Infrastructure & Operations
Forrester Research, Inc

Nov 19 '09 12:20 pm PST / 3:20 pm EST
Roundtable Discussion

During the roundtable discussion, these leading experts will debate the topic of 'Continual Service Improvement'. As with all sessions, you can ask the panel live questions via the event moderator.

Harry K. Butler III
Harry K. Butler III
Director of Infrastructure
Elbit Systems of America LLC

Stephen Widen
Stephen Widen
Service Management Product Marketing
CA, Inc.

Tom Pierce
Tom Pierce
Senior Consultant
AT&T