Putting Metrics to Work

Performance measurement is a critical activity for any effective technical support organization. The sessions in this track delve into which metrics and KPIs your organization should be measuring, how to effectively report the most meaningful metrics through executive dashboards, KPI reports, and balanced scorecards, as well as how to put metrics to work to drive better business outcomes. Learn how to make the right decisions, take the appropriate actions for continuous improvement, and, above all, make the metrics your organization uses matter.


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.