ITSM Academy’s Donna Knapp Chosen to Present at the IT Service Management Forum (itSMF USA) 2007 Conference & Expo

Fort Lauderdale, FL — April 23, 2007 – One of ITSM Academy’s lead instructors, Donna Knapp, has been chosen as a presenter at the itSMF USA 2007 Conference & Expo, September 16-19, 2007, Charlotte, North Carolina.

Donna holds multiple ISO/IEC 20000 and ITIL Certifications, including Practitioner and Service Manager.  She is and the author of two textbooks; A Guide to Help Desk Concepts, Second Edition and A Guide to Customer Service Skills for the Help Desk Professional, Second Edition.  Donna’s topic isUnderstanding the Metrics Lifecycle.

“The ITIL framework, and the newly introduced ISO/IEC 20000 standard, promote an integrated process approach. Conversely, many of the metrics organizations produce reflect only the performance of single processes; resulting in process silos that never realize the benefits of an integrated approach,” explained Knapp.

“In class, I see how this is a continued frustration for organizations and felt I have the insight and experience to provide some real tangible suggestions and solutions,” continued Knapp.

This presentation describes how to design metrics that can be used to baseline and continually improve your ITSM processes and the interfaces between those processes. Specific examples are provided that can be used to illustrate the efficiency and cost-effectiveness of your processes and the ability of your processes to satisfy customer requirements, throughout the IT Service lifecycle. Well-designed and meaningful metrics are essential to continual service improvement and informed decision making.

Donna will also describe how to ensure that your process metrics underpin your organization’s Critical Success Factors (CSFs) and can be used to demonstrate IT is delivering real value to the business. Understanding how one process can influence the performance of another process is discussed, along with how metrics can be used to ensure effective resource utilization and positively influence performance.

Additionally, a brief overview of the ISO/IEC 20000 Service Reporting process is provided.

“ITSM Academy is so pleased we will be able to offer this dynamic presentation to the conference attendees.  As a long time attendee of the itSMF conferences, I know how important it is to walk out of the presentation with tangible take home knowledge,” said Jayne Groll, President of ITSM Academy.

“Donna is an excellent presenter and this session will provide tremendous value for those seeking assistance in developing well-designed and meaningful metrics,” continued Groll.

The itSMF USA Conference & Expo is the only non-profit, unbiased conference designed specifically for you by itSMF, the global authority on IT service management. Don’t miss your chance to be a part of this premier event.

ITSM Academy’s Donna Knapp Chosen to Present at the IT Service Management Forum (itSMF USA) 2007 Conference & Expo

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