Converting a Budget Deficit Into an Innovation Surplus Posted by Cid Tyer on Jun 18th 2014 The postal business is changing at a rapid pace and the Postal Service must continue to change quickly to remain relevant and competitive in the marketplace. The Postal Service implemented the Agile … read more
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
The Service Desk of the Future Posted by Cid Tyer on Oct 16th 2013 Download the: Slide Deck Q&A Report … read more
Establishing a Business Process Group with Elaine Wong Posted by Cid Tyer on Aug 14th 2013 Download the: Slide Deck … read more
Should You Establish a Service Management Office (SMO)? Posted by Cid Tyer on Jun 26th 2013 Download the: Slide Deck Q&A Report … read more