SDI Workshop: Making Metrics Matter

Online, October 5, 2010 (Newswire.com) - We are all familiar with being measured, producing and receiving reports based on measurements - but how many of us are comfortable with what we see? Do we understand what we're looking at? When questioned can we objectively discuss and draw accurate conclusions? Today we will find out what to measure, where to take the data from, how recognise trends, peaks, spot areas of unusual activity, and translate information you understand very well into simple terms of reference which others will also understand.

Agenda

09.25 Welcome

09.30 Making Numbers Talk
Susan Storey, Service Desk Manager Higher Mastery Level, ITIL v3 Expert & Freelance Consultant and Lecturer

10.30 Event Partner Presentation

10.50 Tea & Coffee

11.10 Interactive Group Workshops - Select Your Topic!

12.10 Event Partner Presentation

12.30 Networking Lunch

13.30 Interactive Group Workshop Feedback

14.00 Metrics, Why Should We Care?
Case Study Presentation: Matthew John, Support Services Manager, The Internet Group

14.30 Certification for Best in Breed
Tony Ranson, SDI Auditor and Professional Trainer

15.15 Jump In - before you get pushed
Susan Storey, Service Desk Manager Higher Mastery Level, ITIL v3 Expert & Freelance Consultant and Lecturer

15.30 Event Close

More Information about the SDI Workshop "Making Metrics Matter" at http://itevent.net/sdi-workshop-making-metrics-matter

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