Session 502: Improving Service with Right Sized Metrics

Thursday, April 12 at 11:30 AM

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Many organizations struggle with the ability to make lasting improvements because they don't know where to start. The trick is understanding the outcomes you want to deliver and then finding the sweet sport for measuring success. In this session, Ryan Ogilvie will take you on a real-world journey that shows you how to assess the current state of your reporting, build a strategy that makes sense, and keep your momentum. You'll leave with a list of action items to take back to your team for immediate implementation.

Ryan Ogilvie

ITSM Practitioner
Inter Pipeline

Ryan Ogilvie, who was recently recognized by HDI as one of the Top 25 Thought Leaders in Technical Support and Service Management, is a service management practitioner with Inter Pipeline in Calgary. In his current role, he helps Inter Pipeline realize value by leveraging service management best practices. Aside from his own blog, Service Management Journey, he has guest blogged for TSO,, and various ITSM vendors.