Please see BOTH events on September 15th, this one and Measuring Satisfaction with IT Services
Jeffrey Brooks is the Managing Vice President of the IT Service Management team of Gartner. His research focuses on IT service management, organizational maturity, process improvement, SLA management, IT service catalog, reporting and metrics, and business value dashboards. Mr. Brooks helps clients understand the key metrics, best practices and core processes required for IT to deliver meaningful service and support that align with the goals of the business.
Mr. Brooks has also authored numerous publications, including co-authoring “The Help Desk Manager’s Crash Course” (2009), and he has received numerous individual and team awards, such as Customer Service Manager of the Year (2011) by the Stevie Awards for Sales & Customer Service, HDI Team Excellence Award for External Support (2010), and Customer Service Company of the Year (2009) at the NCTA 21 Awards.
Prior to joining Gartner, Mr. Brooks spent five years at Peak 10, where he held the role of senior manager of Support Services within the service delivery organization, including managing a 24/365 support organization providing complex solutions to data center and managed services customer. He was also the director of Support Services, North and South America, for FormScape.
The IT Service Desk (ITSD) bears the brunt of all major outages, yet the ITSD has the information at hand to predict failures before they occur. This presentation examines how ITSD is uniquely qualified to predict the future — and why I&O leaders should pay attention. Key issues: How can IT support leaders accurately predict service outages? What types of information are required to predict service outages? What steps can an IT support organization take to start predicting outages?