BUILDING A BUSINESS SERVICE RELIABILITY STRATEGY

August 20, 2015
6:00 PM to 8:30 PM
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Century Link Technology Center
1 Savis Parkway
Town and Country, MO 63017
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SIM St. Louis and the Gateway Chapter of HDI proudly
presents Tony Davis, Consulting Fellow and former Global IT
Leader with fedex.com responsible for Enterprise Reliability as
he discusses how successful business executives leverage the
strategic use of IT to create customer value, increase margins,
and enhance shareholder growth.
Innovation doesn't just happen... it evolves out of business
desires and it frequently involves changing your own view of the
IT value statement. Because of our long-lived traditional IT
department philosophies, most IT organizations, whether or not
they realize it, focus almost exclusively on component
availability rather than the overall reliability of their business
services and the related customer interactions. The shift to
innovation starts with your customer, and understanding what
gives them a good experience, and proactively transforming
your operating model to manufacture what the customer wants.
In today’s competitive market, customer experience has become
one of the most critical ways to differentiate a business. By
taking a formulaic approach to quantifying key success metrics,
Business Service Reliability enables IT to concentrate on
making sure every customer interaction is successful. IT
organizations that succeed at managing the holistic service,
rather than just the availability of supporting components, can
deliver greater value to the business.
Business Service Reliability is a top-down approach to how IT
should operate, compared to traditional models. It is an actual
execution strategy that emphasizes the reliable creation,
production, care and feeding, and mathematical measurement
of a business service. It then takes that business service and
translates it into real time customer experience. While there are
solutions to automate this transformation strategy, the secret
sauce is the methodology used to implement the strategy and
the automation and measurements used to verify success.
Join us Thursday August 20, 2015 at CenturyLink with Tony
Davis as he discusses how you can define the components
of a good customer experience and how you measure it to
drive transformation and innovation.
Date: August 20, 2015
Registration and
Networking: 6-7 pm
Hors d'oeuvres/refreshments
Program: 7-8:30 pm
Location: CenturyLink Technology
Solutions (Formerly SAVVIS)
1 Savvis Parkway
Town and Country, MO 63017
Questions:
programs@hdistlouis.com
Cost:
Pre-Register-No Charge

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