Session 503: Don't Just Report on Your Data—Act on It!


Wednesday, November 13 at 2:00 PM

View Schedule

Every tool has amazing reporting – isn't that wonderful! But at the end of the day, as a service management professional, you must make real-world decisions about how to improve the services you provide to your customers. But how do you turn the data in your systems into actionable intelligence? In this session, learn how to go beyond dashboards and reports: dive into the data using correlation and regression analysis to get deep into problems in a way that leads you to solutions. It's not as hard as you think – you don't need a PhD in statistics – and it can make a huge difference. Kevin Griggs will share his team's creative approach to blending data analysis with the human side of process improvement to drive real service improvements.

Kevin Griggs

Director, Service Delivery
KPMG US, LLP.

Kevin Griggs is currently the director of service delivery for KPMG US, LLP, where he's responsible for the performance management and reporting function and the internal service desk. He received his MBA from the Gouizeta School of Business at Emory University, and he holds numerous industry certifications, including ITIL v3 Expert, CGEIT, and PMP.