Resolving IT Incidents Faster
Sponsor
Presenter
Kim Orava, Vice President of KOAN-IT Corp.
Summary
Can you really resolve IT support problems faster,
maximize call resolution rates, reduce call escalations, and improve
customer satisfaction? Perhaps, but is it ever enough?
This presentation will describe a number of techniques
that can help. Organizations today are faced with reduced budgets,
hiring and training freezes and still required to meet optimistic
service levels. Through the use of knowledge–bases and effective self
serve portals, the answer might be close at hand.
Biography
Kim Orava is VP, Business Development, and is
responsible for fostering lasting client relationships by offering the
finest solutions in the IT Service Management arena and challenging the
KOAN-IT team to deliver superior results. Her strength and credibility
come from 15 years in the technology sector. Prior to joining KOAN-IT,
she worked at COGNICASE as VP of IT Infrastructure Solutions. Kim holds
a BA in Economics and Information Systems from Carleton University and
is a frequent speaker at professional associations and an active member
of the IT Service Management Forum (itSMF).
Day/Time
Wednesday, February 18, 2004 8:30 am-10:30 am
Location
the Embassy West Hotel, 1400 Carling Avenue, Ottawa
The North American Ball Room
Fees
Primary Members attend free, non-members $20.
$30 for Non-Members
RSVP
To confirm your attendance e-mail at
hdi@magma.ca or call us at
(613) 860-3330. We ask you to RSVP at least 24 hours before the
meeting.
