Simplifying Service Response with Standard+Case

Presented by

Brian Newcomb and Edward Gray

About this talk

In this webinar, Brian will introduce the Standard+Case approach and discuss benefits for both IT and non-IT service providers. Description: Service Management best practice describes many different situations that a provider must deal with. Incidents, Problems, Requests, Events, Changes – all with best practice processes of their own, but while these distinct classifications provide clarity of measurements they can also get very confusing for first line resources handling the majority of customer contacts. The Standard+Case approach can complement best practices while leading to a more efficient adoption and understanding by service provider staff. Brian Newcomb is the Director of Technology, Process, and Data Solutions within the Office of Human Resources at The Ohio State University. His team is responsible for aligning HR information systems and related technology with business processes while delivering the data required to drive business decisions. Brian has worked in technical, leadership, and consultancy positions over the last 20 years and has led numerous IT Service Management initiatives and organizational transformation efforts. Today, Brian uses this experience along with industry certifications in ITIL, CobIT, and LeanIT to promote process improvement, maximize value, and foster a customer centric culture.

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