Raise the Bar on Service Quality: KPIs that Drive Value

Presented by

Julie L. Mohr, International Speaker and Author

About this talk

It is time to raise the bar for IT organizations and define a new standard quo. Problem Management is the key to increasing service quality. This requires both reactive and proactive problem management, measurements that are linked to value creation for the business and real tangible outcomes. This presentation explores both ITSM and IT Governance frameworks, the proposed key performance indicators and maps these along with other measurements to business value.

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Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching - her purpose is to change the world through thought provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. Julie speaks at conferences worldwide on topics of leadership, business, knowledge management, service management, governance, organization development, process engineering, service level management, and continual improvement.