Rocky Mountain itSMF Double Header!!
Sunday, April 4, 2010 at 5:24PM April 19, 2010 Noon to 7pm MST
Rocky Mountain itSMF is proud to announce an all-day networking event!
Come to one event; come to both events, Come ALL DAY!
Free to HDI and Rocky Mountain itSMF Members
$20.00 for Non- Members
Event Resources Courtesy of: FRONTRANGE SOLUTIONS, itSMF USA and ServiceSphere
Location:
Agenda
12:00pm – 1:00pm - Lunch & Networking
1:30pm – 2:30pm - Overview of Social Media for IT Service Management – Chris Dancy
2:30pm – 3:00pm - itSMF Rocky Mountain Board Update
3:00pm – 5:00pm - ABC’s of ICT - Phyllis Drucker
5:00pm – 5:30pm - Networking and Closing comments
Register at: http://rocmtn.itsmfusa.org/?q=acgicalendar/event/view/1471 or show up in person!
Program Details:
Social Media for ITSM-
This session will focus on using social media tools to examine your customers’ satisfaction. Way back in the nineties we would email a survey; but somewhere along the way, our customers started venting on the internet. Some chose to tweet their frustrations, some chose to just leave the organization through sites like LinkedIn and, much to our surprise, some became fans on Facebook and YouTube!
You’ll learn:
• Where to watch for customer satisfaction in this new "Social World"
• What resources are required to keep on top of an evolving world of networks and sites
• Steps to engage your customers when you notice satisfaction is not where you expect it to be
• When and how to allow transparency within your support organization against the social web
• How to have that talk with Senior Management, that now is the time for you to be listening outside your normal channels
ABC's of ICT-
ABC is like an iceberg, much of it hidden beneath the surface and yet capable of inflicting enormous damage to your IT organization, or more importantly, your business! ABC stands for the ‘Attitude’, ‘Behavior’ and ‘Culture’ of IT organizations. It is the ABC issues that are preventing many IT organizations from realizing the benefits of ITSM improvement projects. A recent Forrester report revealed 52% of such initiatives fail because of resistance.
Frameworks alone, such as ITIL, ISO, CobiT are not enough. Unless the ABC issues are addressed there is a strong possibility that deploying such a framework will fail. This is an interactive session in which a number of small teams will be given a number of exercises to perform using the ABC of ICT worst practice card set. This card set contains 57 industry recognized worst practices. This session is intended to stimulate dialogue and discussion amongst participants, the aim is to identify the most common ABC worst practices and the consequences, impact and risk to your organization. Delegates will gain an insight into the hidden ABC issues within their organization and can also discuss experiences in dealing with these worst practices. The results and findings will be captured and shared with all itSMF members. At the end of the session we will share with you the shocking top 10 worst practices captured by more than 1000 delegates worldwide.
Speakers:
Chris Dancy:
Chris Dancy is founder of ServiceSphere™, an organization dedicated to helping IT organizations successfully adopt ITSM tools and ITMM practices. Chris has over 20 years of experience in IT.
With experiences ranging from service desk manager, presales engineer, best practices consultant, as well as sales and marketing executive, Chris has a unique view of the IT space from his social media control center.
Known as @servicesphere on Twitter, he is a visionary and pioneer in the use of social media for IT service management.
Phyllis Drucker:
With 25 years of on-the-court experience and 10 years of speaking experience for HDI, itSMF and Pink Elephant, Phyllis combines her knowledge and love of this industry in all of her presentations. In her last corporate role she grew from managing the help desk to IT Director of a robust and successful ITIL® implementation centered around the Service Desk. She delivered many of the core processes including the Service Desk, tier II user support, governance and the PMO office. She now serves as the Operations Director of itSMF USA, continuing to expand and share her knowledge of IT Service Management.
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