October 2006 Newsletter
Kicks-off
the 2006/2007 season!
Welcome to the 2006/2007 Ottawa Chapter
program. We are so fortunate this year to welcome Char
LaBounty, a prominent service management consultant
focusing on the growing field of customer support
services. Other innovative member networking functions,
stress management workshop including nutritional
information and more are on the agenda, which we hope
will contribute to each participating member.
We have a new venue this year. It is the SCO Health
Service just above Élisabeth Bruyère Health Centre on Bruyère
street downtown with lots of parking.
The chapter, being a non profit organization is
always looking at ways to provide interesting venues and events in a
cost effective manner. We invite the vendors in our community to
consider sponsoring a meeting. This is great value proposition at a
minimal cost. Speak to an executive member, email or call us for
details. We look forward to seeing you at our first meeting on
October 18, 2006.
HDI Executive Team.
“Service Level
Management-The Cornerstone of Process Maturity”
Date: October 18th, 2006
Registration: 8:00 to 8:45 am
Breakfast: 8:00 to 8:45 am
Meeting Time: 8:45 to 10:30 am
Place: Gilberte Paquette Garden (6th floor of the Élisabeth
Bruyère Health Centre) 43 Bruyère St, Ottawa. parking on street in
front and behind the hospital or in the lot for a fee
Cost: Members - $20 per person for a hot
breakfast & meeting Non-Members - $30 per person for a hot breakfast
& meeting
Guest Speaker: Char LaBounty
 |
Char LaBounty is founder and President of
LaBounty & Associates, Inc., a service management
consulting firm focused on the growing field of customer
support services, dedicated to providing quality
technology support practices that enhance client’s
business initiatives. Char is one of the pre-eminent
experts on the development and deployment of Service
Level Management throughout the IT Enterprise and writes
and speaks extensively on the subject, throughout the
world.
As Vice President of the Customer Relations Group for
Norwest Corporation, Char was responsible for
establishing their two Support Center organizations, as
well as managed all disciplines associated with customer
training, implementation, marketing, support and
corporate acquisitions. |
Premise:
Business dependence on IT and IT alignment with
business objectives defines co-dependence of modern business.
However IT managers need proven tools and methodologies that help
drive operations toward the elusive goal of alignment. The use of
service level agreements is a powerful mechanism for providing
effective process and methods for maintaining critical IT business
alignment in a complex environment of ongoing business and IT
change.
Key Challenges:
Capturing, controlling and meeting pre-defined
levels of expectation Including business users in the process of
both defining and operating IT services Understanding when business
goals are at risk or service levels may not be met.
Key Messages:
Changing business objectives are reflected in
changing customer SLAs Implementing OLAs in both service desk and
change management processes increases awareness of business goals,
and reduces risk of missing them IT changes are communicated and
planned with business management Being able to change SLAs and the
process of managing them allows IT to revise their rules – including
raising the bar once SLAs are continually met – thereby continually
increasing the value IT can deliver to the business.
Registration:
To confirm your attendance e-mail at hdi@magma.ca,
fill out
on-line Registration form or call us at (613) 860-3330.
We ask you to RSVP at least 24 hours before the meeting.
O.G.H Morning Break Menu
Melon Wedge with Seasonal Berries
Scrambled Eggs with Ham, Peppers and Onions
Country Sausage
Home Fried Potatoes
Basket of our Baker's Pride
Freshly Brewed Regular and Decaffeinated Coffee
Assorted Herbal Teas and Milk
This coming year
Circle the following dates on your calendar. We meet
on every 3rd Wednesday morning of the month except for December. The
dates are:
2006: October 18, November 15
2007: January 17, February 21, March 21, April 18, May 16,
June 20
