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How to Improve Root Cause Determination and Transform IT Process

Jason Meserve, Sr. Product Marketing Manager at CA Technologies; Hillary Miller,Enterprise Operations Manager, Ecolab
At Ecolab, the world’s largest sustainability service provider focused on industrial water, energy and air applications, IT leaders realized that the organization’s technology portfolio was converging, but its infrastructure and operations teams were working in silos. This organization structure led to ineffective communication, monitoring operations that were vertically focused and not organizationally aligned, and an IT group that was more reactive to problems rather than taking a proactive approach to ensuring critical application and service performance.

In this Webcast, Hillary Miller, Enterprise Operations Manager, Global Infrastructure & Operations, Ecolab, will share how her organization embarked on a three-year mission to better align the infrastructure and operations strategy with the over IT strategy, better align staffing to meet needs, improve communication between the various silos, and the tools used to bring a more cohesive monitoring and management strategy to the IT group. If your IT organization is looking to provide a set of effective and efficient services to support the technology demands of your business operations and customers, register for this Webcast.
Jul 10 2012
45 mins
How to Improve Root Cause Determination and Transform IT Process
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  • Channel
  • Channel profile
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    Topics to be discussed will include:
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    · Shouldn’t customers expect services to work properly without incidents?

    · Why do IT departments spend so much time and money on resolving incidents, when customers would rather see investment in new capabilities?

    ·How does incident management contribute to value creation?

    · Who should be doing incident management? Is it really something that should be left to the service desk alone?

    · How can these two processes contribute to customer experience, and why does this make a difference?
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    IT is entrusted with custody of the organisation's IT assets. Sometimes it is not in the best interests of the organisation to abandon those investments or to increase the risks to the confidentiality, integrity and availability of the information, in order to meet demands for new IT from the customers.

    Join IT Skeptic, consultant and commentator, Rob England as he explores IT's evolving role in striking a balance in extracting maximum value from existing investments against facilitating the generation of value from new investments.

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
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  • Title: How to Improve Root Cause Determination and Transform IT Process
  • Live at: Jul 10 2012 4:00 pm
  • Presented by: Jason Meserve, Sr. Product Marketing Manager at CA Technologies; Hillary Miller,Enterprise Operations Manager, Ecolab
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