Live Webinar – June 7, 2011 4:00 PM EDT
Presenter: The Advisory Council
Duration: 1 hour 1 CAT C FREE

Most CIOs know that their organizations have problems with quality and timeliness of resolution for both urgent and routine issues and requests. Beyond the costs of slow response and/or repeated attempts at resolving issues, these problems hurt employee and customer satisfaction, and may ultimatley damage the business’ reputation.

In this webinar — oriented primarily toward CIOs and their direct reports — TAC Expert Sue-Rae Rosenfeld will provide real-world examples of how the IT Infrastructure Library standards, implemented correctly, helped a specific organization eliminate these problems. Hot issues to be addressed include:

• How should you set-up a framework addressing all aspects of incident management to which your IT organization needs to respond?
• How should you provide for ongoing continuous improvement of the issue/request resolution process?
• How can you get buy-in for implementation — from upper management down to the individuals who will be using the ITIL system?

The Presenter:

Sue-Rae Rosenfeld (LinkedIn profile), TAC Expert, has more than 20 years experience as an IT project manager and business analyst, primarily in the financial industry. She has special expertise in data analysis, data modeling, and converting systems into new platforms, including mainframe to Internet and intranet server environments. In addition, she trains IT professionals in project management fundamentals and Project Management Professional exam prep. She is an active member and volunteer for the Project Management Institute.

PDU Category C documentation details:

Process Groups: Planning, Monitoring & Controlling

Knowledge Areas: 4 – Integration 9 – Human Resources

• 4.4 Monitor & Control Project Work
• 9.4 Manage Project Team

As a Category C ‘Self Directed Learning Activity’ remember to document your learning experience and its relationship to project management for your ‘PDU Audit Trail Folder’

Click to register for A CIO’s Guide to ITIL – Why You Need It but May Not Know It