Breakfast Briefings & 1 Day Preconference Workshops
The sessions in this track deliver a wide array of critical business intelligence
that will help you maximize your organization’s investment in people, process
and technology.
- Strategic guidance for managing sourcing strategies and service providers
- Building peer and business relationships
- Improving demand management and service level adherence
- Benchmarking, empowering and engaging your staff
- Managing change
- Measuring the metrics that matter
- Marketing your support organization
- And communicating effectively
Track Chair
Megan Selva
Content and Community Manager, HDI/ICMI
As the content and community manager at HDI, Megan Selva is responsible
for managing the overall content strategy, overseeing the development of
new products, and ensuring that HDI's content meets the needs of the technical
community. Megan has been with HDI since 2006. Prior to taking on her current
role, she was the senior editor responsible for SupportWorld, general content
editing, and corporate editing; before that, she was the training courseware
editor and a member services representative in the Customer Care Center.
Megan received her Masters in publishing from The George Washington University
in 2014, and a Masters in history from the University of Guelph in 2007.
Putting Metrics to Work
Performance measurement is a critical activity for any effective technical
support organization. The sessions in this track will help you identify
metrics that matter.
- Delve into which metrics and KPIs your organization should be measuring
- Report the most meaningful metrics through executive dashboards KPI reports,
and balanced scorecards,
- Put metrics to work to drive better business outcomes.
- Learn how to make the right decisions and take the appropriate actions
for continuous improvement
Track Chair
Eddie Vidal
Managing Director, EJV Corporation
Eddie Vidal (
@eddievidal) has over twenty five years of experience in information technology,
focusing on service delivery and support for IT infrastructures and operations.
Eddie is a leader, team builder, communicator, solutions driven, strategic
thinker and IT service management professional. In his current role as
an independent consultant, he is leading the operational support for The
Scripps Research Institute EPIC implementation. In the past he was the
Manager of the UMIT Service Desk for the Information Technology department
at the University of Miami supporting over 35,000 faculty, staff and students.