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Presenter: Amanda Casteel, Director of Advisory Services, BEYOND20
Abstract: The ITIL framework is an evolving set of processes that are focused on how IT organizations deliver valued services to the organizations they serve. Through the introduction of a Service Value System, ITIL is now integrating modern IT practices such as Agile, Lean and DevOps. With a set of guiding principles around how IT Services are delivered to complex organizations, ITIL4 understands that business value is realized through a combination of Service Management and Technical Management.
Speaker Biography: Amanda Casteel, Director of ITSM Advisory Services at BEYOND20, is an active contributor to the ITSM community. A frequent speaker and author on a variety of IT management topics, she has earned several certifications including the demanding ITIL Expert designation.
Second Topic: Performance Management and the Well Run Service Desk
Presenter: Jessica Giannasca, Sr. Director IS Business Operations, Children’s Hospital of Philadelphia
Abstract: Through the use of an employee-supervisor feedback loop, Jessica will share various techniques to help the Service Desk maximize team performance. By using data and analytics to inform and drive performance, managers can use motivating techniques and coaching and mentoring to drive team performance.
Speaker Biography: As a leader at CHOP’s IS organization, Jessica is responsible for the Service Desk, IT Service Management, Business Continuity and Service Management Technologies. She is a frequent speaker on the topics of governance, business process improvements and information security. A graduate of Lehigh University, Jessica is pursuing a Master’s degree from Penn State in the area of Psychology of Leadership.
Have questions about Service Desk Performance Management and What's New in ITIL4?
Contact HDI Philly
HDI Philly is an organization of support professionals dedicated to sharing knowledge, lessons learned, tools, and methodologies used to provide outstanding technology support.
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