7:30am – 9:00am Registration and Coffee

9:00am - 9:30am Intro of Panel, and Metrics that your Group is Using

9:30am - 10:30am Lessons Yale ITS has Learned on the Journey toward Metric Design Maturity
Speaker: Rick Smith, ITS Director of Business Analysis, Metrics and Quality, Yale University

The foundation of Yale’s ITS metric structure is based on effectively and efficiently answering 3 critical management questions at all levels of the organization. The questions are simple, but the process of answering them has proven to be complex and challenging.

My speaking points will focus on the 3 critical questions, the 3 most significant challenges we have faced and the 3 most valuable lessons we have learned.

3 Critical Questions:
• How are we doing in terms of client service and operations?
• How do we know?
• Where must we improve?

3 Most Significant Challenges:
• Fear
• Uncertainty
• Doubt

3 Most Valuable Lessons:
• Keep the design simple
• Focus on the critical few metrics vs. the useful many
• Don’t underestimate the power of organizational culture

10:30am - 10:40am Break

10:40am – 12:00pm New Metrics Being Used for the BUMC IT Service Desk
Speaker: Matthew Maderos, Associate Director Client Services, Boston University

Matthew will provide some key metrics that the Boston University Medical Campus IT service desk is using to help forecast staff demands.

12:00pm – 1:00pm Lunch

1:00pm – 2:15pm Getting Started with Metrics in IT
Speaker: David Gannon, Director of Campus Technology Services, Bryant University

In sports, it’s difficulty to know if you are winning or losing unless you keep score. Likewise running IT processes without consistent measurement and tracking of select metrics leaves a manager in the dark as to how things are actually proceeding.

This presentation will furnish an overview of metrics and Key Performance Indicators (KPIs) relating to the Help/Service Desk environment. Additionally, there will be a sampling of what metrics to utilize, how to collect and analyze them and how to make use of them to improve efficiency and streamline processes.

2:15pm - 2:30pm Break

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

3:30pm