Process Integration, Metrics and Expectations Posted by Cid Tyer on Apr 16th 2014 Frameworks and standards such as ITIL, KCS and ISO/IEC 20000 promote an integrated process approach. Using business-centric examples, this session shows how to design service desk metrics and repor … read more
Certified ScrumMaster (CSM) Round Table with Jayne Groll and Donna Knapp Posted by Cid Tyer on Feb 19th 2014 Download the: Slide Deck Q&A Report … read more
The Service Desk of the Future Posted by Cid Tyer on Oct 16th 2013 Download the: Slide Deck Q&A Report … read more
Process Maturity: It's Not About the Numbers! Posted by Cid Tyer on Jan 23rd 2013 View the RecordingCheck out Donna's book, The ITSM Process Design Guide. … read more
Webinar: Ask the Experts with Donna Knapp Posted by Cid Tyer on Sep 19th 2012 Download the: Q&A Report … read more