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Kevin M Griggs (Director, Service Delivery, KPMG US, LLP.)
Date: Wednesday, November 13
Time: 2:00 pm - 3:00 pm
Pass Type: Conference & Expo Package
Track: Implementing and Optimizing Services
Format: Case Study
Vault Recording: TBD
Audience Level: Intermediate/Advanced
Every tool has amazing reporting – isn’t that wonderful! But at the end of the day, as a service management professional, you must make real-world decisions about how to improve the services you provide to your customers. But how do you turn the data in your systems into actionable intelligence? In this session, learn how to go beyond dashboards and reports: dive into the data using correlation and regression analysis to get deep into problems in a way that leads you to solutions. It’s not as hard as you think – you don’t need a PhD in statistics – and it can make a huge difference. Kevin Griggs will share his team’s creative approach to blending data analysis with the human side of process improvement to drive real service improvements.