Application Service Management - Using Metrics to Drive Results
John Keith
John Keith will provide a business case for using metrics to drive results in the application operations and support arena. His discussion will include the benefits realized and a realistic approach to improving the support organization.
John Keith former CIO of Unilever North America IT, worked 31 years for Unilever United States and its predecessor company, Bestfoods. While at Unilever, he held many senior leadership roles in finance and information technology, including VP Finance for Bestfoods North American Retail and VP Information Technology for Unilever in North America. John recently led the Project Vital initiative at Unilever which was one of the company's largest and most strategic business transformation projects. IT delivered savings to the business from both a cost reduction and efficiency perspective. John is a Certified Public Accountant licensed in the State of New Jersey. He received a BS in Finance and History from Monmouth University in 1971.
Risk Management & Maintenance
Bob Charette
Failing to manage operational risks can lead to unhappy customers, loss of revenue, and possibly business failure. Nevertheless, a major source of operational risk - that stemming from information systems maintenance – is neither routinely assessed nor actively managed. In this presentation, Bob Charette explains why organizations need to make managing maintenance risk a priority.
Dr. Robert Charette is the President of the ITABHI Corporation, an international high technology company involved in enterprise and program risk management consulting. He is the author of over 80 articles on software, systems, and business management in addition to the following books: "Software Engineering Environments: Concepts and Technology" (1986), "Software Engineering Risk Analysis & Management" (1989), "Applications Strategies for Risk Analysis" (1990), "Introduction to the Management of Risk" (1994, "A Unified Methodology for Systems Development" (1987) and "Decision Empowerment: A Parent's Guide to Raising Good Decision Makers' (2007). Several new books on managing enterprise risk are in progress.
Solving The IT Application Support Puzzle
Joe Hessmiller
Joe Hessmiller will conduct an interactive discussion on how to reduce IT spend without cutting corners on quality, uptime, or business driven enhancements. By focusing on the application support arena, Joe will provide examples of how shifting your application support strategy to encompass structured processes and performance visibility leads to immediate and tangible business benefits. Including double-digit cost savings!
Joe Hessmiller is the Director of CAI Texas. His career includes over twenty-five years of IT experience as a Systems Analyst, Software Developer, Educator, Project Manager, and Process Improvement Consultant. Over the years Mr. Hessmiller has worked with information technology clients in banking, insurance, telecommunications, manufacturing, logistics and state government. Twenty of those years were spent with Computer Aid, Inc. (CAI). At CAI, Mr. Hessmiller works with clients to help them achieve significant quantifiable improvements in resource productivity levels and customer service effectiveness through knowledge management and process improvement practices. Mr. Hessmiller is a member of the American Society for Quality and the IEEE (Software Section).
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This webinar is produced by CAI's IT Metrics and Productivity Institute. For the Institute's full webinar schedule, please visit http://www.itmpi.org/webinars. For Institute events, please visit http://www.itmpi.org/events.
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