Session Description: Do you have a critical initiative planned or underway in your organization? Are you worried that it will lose momentum and stall? Learn the four key factors that most influence a transformation initiative’s chances for success. You’ll learn how to use the DICE model (Sirkin, Keenan, and Jackson – Harvard Business Review 2005) to measure these factors as they relate to your own project or initiative and how to identify specific changes you’ll need to make to ensure success. Speaker Bio: Over the past 25 years, Mark has developed and managed service and support solutions at several high tech companies. Working with IT and customer service organizations all over the world, Mark has helped implement customer-focused processes designed to maximize customer and employee satisfaction. In addition to performing Process Maturity Assessments, conducting ITIL training and coaching clients through the ITIL implementation process, Mark served as coach for HDI’s ITIL Implementation Forum, and is a speaker and author on IT Service Management topics. Register for this interactive webinar experience.