Maintaining and Improving Service Delivery

with Ric Mims
Tuesday, Nov 18, 2014

IT services are a key component of success in every organization. In this webcast, Ric Mims will present an approach to developing your service improvement plan, focusing on on the importance of customer feedback mechanisms, translating feedback into actions, prioritizing, allocating budget and resources (human and technical), monitoring your services, and accurately interpreting the KPIs you gather on a regular basis.

View the Webcast Recording

Maintaining and Improving Service Delivery

About Our Speaker(s)

Ric Mims
Chief Information Officer
Ric Mims has more than 28 years of experience in service desk management, ITSM, consulting and operations. Ric has held various positions throughout his career, from team leader to help desk manager to ITSM consultant. He's also served in many capacities for HDI, including as a member of the HDI Faculty, a frequent speaker at HDI conferences, and a former local chapter president. Ric's most recent work encompassed project leadership for planning, design, and implementation of ITSM initiatives for Occidental Petroleum, Charles Schwab, and Cepheid BioTech, to name a few. Currently, he is a solutions director for SDI Presence, based in Chicago.

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