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Service Management Success in Action Conference, September 13th, 2013

Service Management Success in Action, September 13th, 2013



ITSM Conference

ITSM Conference

Event Summary: This conference will deliver IT Service Management that is tactical and practical, from the managers, directors and practitioners that make successful ITSM initiatives happen.  We assume that you know the strategy for ITSM success, so we want to give you the generally accepted service management tactics that well-run IT organizations use to achieve service management success!



Key Sessions:


Information Technology Services (ITS), University System of Georgia – Service Desk Balance: A Strategy and Model for Staffing – David Disney – Director, Customer Services/Helpdesk

Is your help/service desk challenged to provide sufficient staffing?  Is it overwhelmed, does demand exceed resources?

Support professionals are faced with budget reductions and doing more with less.  As the scope of communication channels and supported products and services expands are you economically meeting challenges to sustain staff morale, customer satisfaction, manage customer expectations, perceptions, and delivery outcomes?

Hospital Corporation of America (HCA) – CMDB, Finding Your Happy Place, Tom Patterson –  ITSM Program Manager

With over 200,000 employees, 3,000 people in IT and 10,000 servers, HCA has had quite an exciting and successful journey on their path to an 80% self-sustaining Configuration Management Database.  They’d like to share some of the tips, techniques and tactics that helped them get where they are today, including:

  • IT Assets & the CMDB, a CI is born
  • Finding your Trusted Sources
  • Growing the Community of Users
  • Service Modelling, What’s needed?
  • How to Handle Vital, Legacy Configuration Items
  • Making Incremental Improvements based on Maturity

Shaw Industries – Service Support Automation in the New Age of SaaS, Chris Schuster –  IS Group Manager

Shaw Industries Group, Inc., a subsidiary of Berkshire Hathaway, Inc., is the world’s largest carpet manufacturer with more than $4 billion in annual sales and approximately 25,000 associates worldwide. It is headquartered in Dalton, Georgia..  Chris would like to share some of the benefits Shaw attained by leveraging remote support automation, such as:

  • Increased First Contact Resolution
  • Decreased Resolution Times Across Multiple Categories of Incidents
  • Improved Technician Satisfaction Across the Organization

Developing a Metrics Measurement Program, Steele Smith, Enterprise Systems Management Architect

Our special guest from the world’s largest vehicle auction company will share with you how they executed their measurement program to enable service availability measurement for 7 revenue-generating services, following these simple high-level steps:

  • Meeting with Management, establishing goals
  • What kind of measurements are even possible?
  • Top Down & Bottom Up Approach
  • Data Quality
  • Post Implementation

One of the World’s Largest Media Broadcasting Companies – Optimizing IT Performance with Dashboards, Edgar Nuqui Director, Strategic Technology Operations

How do you get the Senior Vice President of IT to say, “Team, you just knocked it out of the park!“?  In this presentation, you’ll learn how this organization learned to tell their operational story in a language that made sense to upper management.  Specifically, you’ll hear:

  • How to improve the level of service with fewer people
  • Which processes areas to choose when implementing your dashboard
  • How to unlock the power of service-based KPIs
  • How to make a dashboard that tells you everything you need

Event Date(s): Friday, September 13th, 2013 is the conference.   There will be a networking event at the famous Athens Restaurant “Last Resort” on Thursday, September 12th from 6 PM – 8 PM.

Location: The Georgia Center — – Out of town guests, fly into Atlanta Airport take Groome Transportation (please make reservation in advance on their website — for $38.00 (no rental car will be needed, everything is walking distance including networking events downtown)

Learn more about the UGA Conference Center:  Georgia Center & Hotel

Learn more about the networking event: Networking Event, Last Resort

1197 S Lumpkin St. Athens, GA.


  • Registration fee paid on or before August 23, 2013 – $99
  • Registration fee paid after August 23, 2013 – $199

Hotel at Georgia Center will ensure that you are at the center of the event.  The Hotel Indigo in downtown Athens would be another excellent choice.

Registration Dates and Times:  Registration on-line from June 1st – September 6th, 2013

Event Cancellation Policies:

(1) A cancellation received by 5:00 p.m. ET 5 business days prior to the event will be refunded, minus a $35 processing fee. No refunds will be issued thereafter; substitutions will be allowed. (2) To change or cancel your registration, call 800-884-1381, Monday through Friday, 8:00 a.m. to 5:00 p.m. ET. (3) If an event is cancelled for any reason, The Georgia Center will not be responsible for any charges related to travel.


Contact Information:

Lew Karrh

(615) 266-4216

A Big Thank you to our Premier Sponsor!


Thank you to our corporate sponsors!



Rapid Technologies, ITSM Experts

Rapid Technologies, ITSM Experts

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