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Session 704: Categorization: A Method to the Madness

Friday, April 12 at 9:00 AM

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Stop the categorization madness! Incident, problem, knowledge, and event management depend upon categorization for trending and improving service performance. But, did you know that the service catalog, training plans, career development and skills assessment also depend upon that same categorization? It's amazing how much of what we do depends on understanding what we do, and that starts with an effective categorization of the products and services we provide. In this session, Julie Mohr will focus on the importance of categorization and its dependencies, and she'll map out a method for you to learn how to develop a categorization scheme for the incident management and problem management systems.

Julie Mohr

Author and Speaker

Julie Mohr is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Through her books, articles, speaking, consulting, and teaching, her purpose is to spark change in the world with thought-provoking dialogue and interaction. Julie is currently pursuing her PhD in management and organizational leadership in Information Systems & Technology from the University of Phoenix; she received her MEd from the University of Phoenix and her BS in computer science from The Ohio State University. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional. Julie captivates audiences at conferences worldwide on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation.