Breakfast Briefing 1: Business Focused Support: Reducing Unplanned Work & Increasing Customer Value


Wednesday, April 11 at 7:30 AM

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Positive customer engagement and brand loyalty depend on providing effective and efficient product support. However, many organizations struggle to accomplish these goals due to lack of time and resources, and the reactive nature of their support processes. In this Breakfast Briefing, Troy DuMoulin will describe how incident and problem management have different objectives but can both improve key customer success metrics, such as time to repair, system availability, and customer satisfaction. As a secondary benefit, these two processes working together effectively reduce the percentage of unplanned work, enabling your organization to focus on higher value work.

Troy DuMoulin

VP, Research and Development
Pink Elephant

Troy DuMoulin is a leading ITIL and IT governance authority with a rich background in executive IT management consulting. Troy is an ITIL Expert with extensive experience in leading regional and global ITSM programs. He is a frequent speaker at ITSM events and was a contributing author to multiple ITSM and Lean IT books, papers, and official ITIL publications. Troy was recently named one of the Top 25 Thought Leaders in Technical Support and Service Management by HDI.