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Pre Event Workshops
Workshop A: Monday 4 June 2007
Using the Balanced Scorecard Framework to link IT service and support performance
to organisational business strategy
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Chris Blackman, Managing Director, ASVP Group – Strategic Management
Chris Blackman founded ASVP in 2003 after twenty two years in corporate general management and five
years of strategic consulting to some of Australia’s largest companies. A skilled workshop facilitator, Chris leads organisations through the strategic, business, organisational and marketing planning maze, and helps teams translate their plans into action programs that are executable manageable,
measurable and effective. * The Opposite of Strategicâ„¢ is a trade mark of ASVP Group Pty Ltd | 8.30 Workshop registration and morning coffee
9.00 Workshop commences
You will walk away with the knowledge of how to:
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Interpret organisational business strategy and understand the
implications for the IT Department
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Develop a scorecard to manage the performance of your IT strategy
including systems development, service and support
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Distinguish between processes and projects, and manage each
appropriately
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Identify and map cause and effect relationships between your
initiatives
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Implement plans using a framework for execution
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Differentiate between strategic initiatives and The Opposite of
Strategicâ„¢
5.00 Workshop concludes
Workshop B: Monday 4 June 2007
Knowledge management best practices
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Rick Joslin, Executive Director of Training, HDI Global, USA
Rick Joslin is the Executive Director of Training for HDI. He is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations through the implementation of KCS. Formerly, Rick was the VP of Customer Care, VP of RightAnswers.com, and VP of Knowledge
Engineering for ServiceWare. Rick is the author of the HDI Focus Book on Knowledge Management, the Knowledge Management Maturity Model. |
8.30 Workshop registration and morning coffee
9.00 Workshop commences
It is essential that support organisations capture, manage, and leverage
knowledge in order to increase customer satisfaction, employee
satisfaction, and operational efficiencies while reducing the cost of
providing support. This workshop will introduce you to best practices
of both reactive and proactive knowledge management methodologies.
You will understand why knowledge-centered support (KCS) is
internationally recognized as a best practice and how it is producing
results in the support center. You will also learn how knowledge fits
within the ITIL framework.
What you’ll learn:
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The advantages, disadvantages, positioning of Proactive and Reactive
Knowledge Management methodologies
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Building a business case for KM. How to convert metrics to
capacity and dollars
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Gain an executive overview of Knowledge-Centered Support
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Understand how to manage the quality of knowledge
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Identify the roles and responsibilities in a knowledge management
implementation
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How to integrate UFFA into your incident management process
5.00 Workshop concludes
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