7:30am - 9:00am   Coffee & Registration

9:00am - 9:30am   Intro of Panel Logistics & Overview of the Day

 9:30am - 10:30am   BUMC IT Metrics Overview
Speaker: Matthew Maderos, Associate Director of Client Services, Boston University

Matthew will discuss the value of metrics as well as showcase metrics BU Medical Campus is using.

10:30am - 10:40am   Break

10:40am - 12:00pm  Leveraging Metrics for Continuous Support Improvement
Speaker: David Gannon, Director, Campus Technology Services, Bryant University

This interactive session will provide an in-depth overview of best practices in performance measurement and management of Information Technology service and support. During the morning presentations, we will define and describe the various metrics used in client support services and discuss how they can be used as tools to support and improve your organization’s practices.  Some of the areas we will look at include metrics for cost, quality, productivity, service levels and contracts.   The afternoon’s sessions will be used as a platform for participants to share experiences, ask questions and work through solutions as a team.  At the end of the day you will have a plan to assess your current state of metric use and a strategy for moving ahead.

12:00pm - 1:00pm   Lunch

 1:00pm – 2:15pm   Reverse Round Table
 Participants all share that they are using. Or Bring your “wish metric” and see if the group can create one for you!

 2:15pm - 2:30pm   Break

 2:30pm - 3:30pm   Wrap up and Open Discussion on Metrics