Session 402: Outcome-Based Reporting for Processes and Projects: Remembering the Why


Thursday, April 12 at 10:15 AM

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Process reporting usually focuses on how many and how fast, whereas project reporting is more about schedule and budget. Important issues, to be sure, but do these kinds of metrics really provide business value, or do they simply represent ordinary operational due diligence? In this session, Lou Hunnebeck will use case studies to show you how to clearly identify necessary outcomes from a process or project, define the conditions that represent success, and show you the metrics to validate that success.

Lou Hunnebeck

Principal Advisor
Fruition Partners

An ITIL Expert with more than 30 years of experience in service industries, Lou Hunnebeck is currently Principal, in the Advisory Services team at Fruition Partners. Lou was led to ITSM from a background of process consulting, training, and service management systems consulting. She served as the author of the ITIL Service Design publication, 2011 Edition, is on the Senior Examination Panel for ITIL, and speaks regularly at industry meetings to spread the message of ITSM.