Think ITSM presents: Service Desk Respect and Improvement Catalysts
Friday, January 14, 2011 from 1:00 PM to 4:00 PM (EST)
Time: 1 - 4 PM (presentation will begin at 1:15)
Location: ITT Technical Institute, Troy Michigan
Giveaways: 2 - $50 gas cards provided by IBS
Presenter: Charles Cyna, Think ITSM
Charles Cyna from Think ITSM will be doing two topics (45 minutes each) with some small workshops
- Is the Service Desk the ‘Rodney Dangerfield’ of IT? Does yours get the respect it deserves?
- First Call Resolution – A Catalyst for Service Desk Improvement?
More about Charles Cyna
Charles has a proven track record of over 16 years in the IT Service Management industry and 10 years running a technology company with offices in both Canada and the USA.
After studying Accounting & Finance at University in Nottingham, England, Charles started his IT career with Claris UK, the software subsidiary of Apple Inc. After several roles including managing the partner channel for Scotland and Ireland, he moved to Canada to establish a help desk division with a high-end systems integrator working with such tools as HEAT, Peregrine and Remedy.
In 1999, Charles co-founded Avante Solutions, Inc. (Avante); a leading Service Desk and Customer Relationship Management (CRM) consulting company. Charles was integral in establishing the HEAT help desk brand in Canada through the Avante distribution arm that sold help desk software to over 400 companies including CIBC, KPMG Canada and Maple Leaf Foods to name but a few. Over the last ten years, offices have been established in Toronto, Calgary, and Chicago and the company continues today offering some of North America's most well known organizations strategic consulting in the areas of Service Management and CRM.
Charles’ experience in tool implementation led him to look at ways in how organizations can improve service performance and brought him to be an advocate of organizations’ implementing formal Continual Service Improvement (CSI) practices. ‘How do you know if your winning, if you don’t keep score’
In 2007, Charles’ vision to make CSI adoption easy culminated in the creation of ITSM Coach, a tool that baselines IT Service Performance and helps make incremental improvements to performance. Today, organizations of any size can reduce the cost and complexity involved in delivering IT Services to their employees.
As the President of ThinkITSM, Charles’ focus is to ensure that ThinkITSM continues to provide the best measurement experience for IT Service Desks around the world.
Sponsors of this event include:
When & Where
HDI Local Chapter; Motown
The HDI Motown Chapter is a Community of technology service and support professionals that provides regular Opportunities for its members to network, exchange best practices and enhance their skills through sponsored training and relevant educational programs.
As a legal not-for-profit corporation, chartered in December 1999, we host regular chapter meetings at varying locations around the Metro-Detroit area and also offer some members only training and networking opportunities. Most of our chapter meetings are free and open to anyone working in or interested in the IT Service and Support industry.