Mind the Gap: Service Quality, Leadership & Organizational Change
In spite of volumes of information available on the importance of managing organizational change and aligning IT with the business, many companies are still experiencing a significant gap between the services IT provides and those that are needed by the business. April’s On-Line Conference will look at another aspect of this important topic – the gap between service expectation vs. services delivered and their quality and how to establish a change management practice that brings the business and IT closer together. Industry leader Hank Marquis will kick off this event with his presentation “Spotting the Signs of Service Quality Failure: Sensing the Need for Organizational Change”. More program information will be available shortly.
- Presenting
- Hank Marquis, Kirk Holmes & Matthew Hooper
- Channel
- itSMF USA
- Date
- Apr 27 2010
- Duration
- 7093
- Tags
- Service, Management, ITSM, ITIL, change, management
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