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Executive Seminar Speaker: Susan Grajek

A practical guide to measuring the value and quality of IT

PLEASE NOTE: Separate registration and fee are required to attend this seminar.

IT managers need reliable information to help them manage their operations and acquire necessary resources; individual faculty, staff and students are questioning whether they are getting good value in their IT service and support. How can we implement a measurement program to answer those questions credibly and efficiently? How much time and effort will it require, and what are the critical components for success? This seminar will help you find the answers you need, whether you are new to measurement or want to improving an existing program.

You will leave the seminar with:

• An understanding of the role and value of benchmarking
• A framework for implementing measurement as part of operations and service management
• A menu of techniques you can choose from to measure efficiency and effectiveness, identify cost drivers, set rates and demonstrate value
• An understanding of how, when and whether to adopt specific measurement regimens (such as Six Sigma, ITIL, CGM, etc.)
• An understanding of the role of staff development and satisfaction in IT measurement, and advice and templates for measuring and implementing these programs
• Communications ideas to help ensure measurements are used effectively for IT management, marketing and decision-making
• Options for staffing and managing an IT measurement program
• A resource CD containing all presentations, handouts, tools and templates

The session will include structured presentations, interactive exercises addressing your individual needs, and open discussion to share ideas, practices, and advice for the unique challenges that we face in our own institutions.

More information about Susan Grajek.