NAI Webcast
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Nouri Associates is an EXIN accredited, full service provider of V2, V3 ITIL / IT Service Management (ITSM) training and certification. ITIL v3, ITIL v3 Training, ITIL Training, ITIL v3 Foundations, ITIL v2 to v3 Update, ITIL v3 Service Capability, ITIL v3 Service Management, IT Service Management, ITIL Managers, ITIL Practitioner, Nouri Associates - EXIN Accredited - NAI was founded in 2001, NAI is a leading provider of Consulting, Training and On-Demand solutions in the area of IT management and control best practices using globally accepted best practices standards and frameworks such as ISO 20000, ITIL, eSCM, PMBOK, CMMI and COBIT
Can You Confidently Show the Positive Impact of Your ITIL Initiative?
“ITIL Metrics Webinar: Best Practices and enablers in use of ITIL Metrics and KPIs to demonstrate Service Delivery improvements related to your ITIL/ITSM initiative”
The ITIL framework has been architected on the premise that an organization should design, deploy and continuously measure and improve a series of core IT processes (i.e. Managing IT with facts) in order to achieve visible improvements in quality and cost of IT service delivery. Yet a large percentage of companies do not have an effective means of measuring success and demonstrating the progress they have made with their ITIL initiative.
Event Information:
Originally aired on:
Thursday, May 1, 2008
o
9am PST
9am PSTo11am CST
11am CSTo12pm EST
12pm ESTFeaturing:
Randy Steinberg
Mitech, ITIL Author
Hamid Nouri
NAI, Managing Principal
The ITIL framework has been architected on the premise that an organization should design, deploy and continuously measure and improve a series of core IT processes (i.e. Managing IT with facts) in order to achieve visible improvements in quality and cost of IT service delivery. Yet a large percentage of companies do not have an effective means of measuring success and demonstrating the progress they have made with their ITIL initiative.
Research shows a number of common barriers that organization run into:
- Culture – Cultural resistance to formal measures
- Which Metrics – Most IT organization don’t know what to measure to effect business outcomes and IT Service performance levels
- Wrong Behavior – Risks of unintentionally promoting the wrong behavior or outcome
- Metrics Can Lie – Metrics and measures can be easily manipulated
- Data Challenges – Too difficult to collect, normalize and combine the needed data from a variety of IT operational tools and systems
- Manual Processes – Manually managing a large of number of spreadsheets used to collect, analyze and report the metrics and performance data
Please join two industry thought leaders on the subject of ITSM metrics to explore the elements of a successful ITIL measurement program.
The key take aways from this session will be:
- Why Metrics are a critical building block to a successful ITIL initiative
- Common challenges to an effective ITIL metrics program and strategies to deal with them
- How to define and focus on the metrics that matter the most!
- Key elements of a successful performance measurement program
- Tool and technology enablers
- Why it’s important to include ITSM Metrics at the beginning of your ITIL journey!
The session includes a live demonstration of Metricus, an innovative SaaS (Software as a Service) based solution designed to simplify and accelerate the deployment of an ITIL metrics initiative.
About the Presenters:
Hamid Nouri – Mr. Nouri is a Managing Principal and Cofounder of NAI. Prior to NAI he spent seven years at Gartner Group in a number of senior leadership roles in IT Management Consulting and Client Services. He is an ITIL v2 Master, ITIL v3 Expert and a Certified ISO 20000 Consultant. He has over 28 years of IT industry and 18 years of IT Service Management and Consulting experience. He is a member of the US Chapter of itSMF leadership and EXIN Quality initiative in US.
Randy Steinberg – Mr. Steinberg has over 25 years experience implementing and managing IT infrastructures and service management solutions around the world for some of the largest leading firm such as IBM and Accenture. He is the author of the books “Implementing ITIL: Adapting Your IT Organization To The Coming Revolution In IT Service Management” and “Measuring ITIL: Measuring, Reporting and Modeling the IT Service Management Metrics That Matter Most to IT Senior Executives”. These have seen wide success around the world. Mr. Steinberg is an ITIL Service Manager, a certified ISO 20000 Consultant as well as a PMI Project Management Professional (PMP).
