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Pre-Con 3 -  Plan and Improve (Availability, Capacity, IT Service Continuity) Processes Workshop
 Monday, November 05, 2007, 9:00 AM - Tuesday, November 06, 2007- 5:00 PM
Speakers:
John Custy
Principal
JPC Group

John Custy is the founder and Managing Partner for JPC Group; an organization focused on improving customer satisfaction, employee morale and business processes. John is recognized for his innovation and ability to identify the changes necessary for an organization to improve. John has been actively involved in the support industry for the last 20 years, both as a fractioned and as a consultant. He has been involved in developing standards for both individual and site cortication for multiple industry associations. Mr. Custy has a BS from UMass Lowell and an MS from Boston University.

As an Authorized Training Partner for HDI, John is a certified instructor for the Customer Support Specialist (CSS), Help Desk Analyst (HDA), Help Desk Senior Analyst (HDSA), Help Desk Manager (HDM) and Knowledge Center Support (KCS). He is also a Support Center Certification (SCC) auditor and is a member of the International Certification Standards Committee. He has also been an advisor to the Service and Support Professionals Association (SSPA) was instrumental in developing the Support Center Practices (SCP) certification. John is a speaker at industry conferences and has worked with customers successfully planning and implementing Support Strategy, Operations and Services.

As the Managing Partner for JPC Group Mr. Custy assists support centers in improving their operations by developing Support Services strategies specific for the organization, Business Process Alignment and adopting best practices from multiple industries. Mr. Custy’s practice takes him across North America, South America, Europe, Australia, New Zealand, and Asia.
Session Description:
The ITSM Plan and Improve course is a two day workshop where participants will learn how to develop and improve capacity, availability and IT service continuity processes and integrate them into their ITSM program. The workshop will focus on the relationships between capacity, availability, and IT service continuity and provide guidance on how these processes can increase the credibility of the IT service provider and improve service provisioning.

Participants will learn:

  • Organize, Manage and Optimize the Capacity, Availability, and IT Service Continuity processes
  • Identify and define procedures and relationships related to Capacity, Availability and IT Service Continuity
  • How to establish interfaces between these processes and other ITSM processes
  • How to identify Key Performance Indicators (KPI) for Availability, Capacity, and IT Service Continuity

    • Curriculum includes:

  • Key concepts of ITSM
  • Roles/Responsibilities of the Plan and Improve processes; Capacity, Availability and IT Service Continuity
  • Monitoring processes, defining metrics and determining Key Performance Indicators (KPI)
  • Relationships between Capacity, Availability, IT Service Continuity and other ITSM processes
  • Implementation advise

    • Workshop is ideal for:
    IT Service and Support professionals who want to improve their skills in planning, monitoring, reporting, and optimizing Capacity, Availability, and IT Service Continuity processes in their organization