Session 301: Standards-Based, Process-Driven Service Improvement

Tuesday, November 12 at 2:15 PM

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Having trouble maintaining and sustaining continual improvement efforts? Upgraded to the next version of your tool and all movement has stopped? Can't find answers to the boss's "what's in it for me?" We've all been there. The key to a successful improvement effort is providing a long-lasting impetus for improvement. Experience shows that using only one methodology and one management framework or model eventually shows its weaknesses and gaps, often just at the point where you're getting over the hump. Momentum stalls and the project is abandoned. The simple answer is to combine the best parts of several frameworks and methodologies under a unifying structure. In this session, Paul Fordiana will identify common myths, weaknesses, and strengths about several mainstream models, and describe how to leverage defined standards to give your improvement effort the strength and legs it needs to sustain itself.

Paul Fordiani

Continual Improvement Manager
Acuity, Inc

Paul Fordiani, CGEIT, is an ITSM and continual improvement professional with decades of experience across industry, Department of Defense, and government operations. He was one of the authors of the Department of Defense Enterprise Service Management Framework, and he was a member of the US Technical Advisory Group's review of ISO 20000-1:2011. He's been an ISO 9001 and ISO 20000 auditor, as well as an implementation and compliance consultant, and he's worked as a software developer, database administrator, technical program manager, and process improvement specialist. Paul's also been a senior member of several service desk automation transformation efforts, most recently for a Fortune 100 financial services corporation located in Northern Virginia.