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

Speakers:
Matthew Maderos, Associate Director Client Services, Boston University
Roy Atkinson, Senior Writer/Analyst, HDI

9:00am – 9:30am Intro and Metrics That Your Group is Using Now

9:30am – 10:30am Why Metrics Matter
An overview of why Metrics matter with a detail look at a few case studies on why metrics matter in today’s IT

10:30am – 10:40am Break

10:40am – 12:00pm Metrics for the Service Desk
A look at the metrics that are helpful for the service desk to allocate resources. How to run some metrics- the key information that is needed. A look at how ITIL and ITSM play a role in metrics.

12:00pm – 1:00pm Lunch

1:00pm – 2:15pm Hands on activity
Groups will run some basic reports using their institutions data to create some metrics. Results will be shared and evaluated to see if this info is helpful in gauging the health of the Service Desk.

2:15pm – 2:30pm Break

2:30pm – 3:30pm Wrap up and open discussion on Metrics

3:30pm End