| Improving IT Service and Support Maturity | |
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Wednesday, 24 June 2009
09:15 AM-10:15 AM | |
Speaker: David M. Coyle
Location: Osceola Ballroom A
Session Type: Track Session
Track: A | |
 To ensure that IT service and support service levels and costs are meeting the expectations of the business, IT operations must continually evolve its use of process management, technology and skills set. This session discusses the Gartner Infrastructure, Operations & Management (IOM) Maturity Model as a structured approach to improving IT service and support and benchmarking your organization in multiple categories, along with tactical recommendations for measuring and improving the quality of support that is delivered. |
Key Issues:
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- What are the minimum people, process, technology and business management maturity levels that IT should target?
- How can metrics be used to guide the related technology, staffing and process development investments needed to improve IT service and support?
- What tactical and strategic steps can be taken to improve IT service and support maturity?
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