Doing Process Improvement in an IT Service Organization - Making it Real, Making it Useful 2014

Key Topics

• Identify and prioritize risks and mitigate anticipated difficulties
• Scope and develop an improvement plan
• Sell your improvement program in-house
• Derive metrics that measure progress toward business goals
• Delay major policy documents and edicts until solutions have been practiced and tested
• Initially target practitioners and teams most open to new approaches and techniques
• Incorporate improvement models and standards, such as CMMI and ITIL into your improvement program
• Use existing resources to speed deployment

Who should Attend

• Service providers (technicians and support staff)
• Senior managers of IT service teams
• Team supervisors of IT service teams
• Internal company Project Management Office (PMO) leaders and members
• Internal process improvement coaches tasked with improving the organization’s cost, schedule, quality performance
• IT project managers