Andreas Felschow has over 34 years of professional and management experience focused on Business Process Performance and Improvement. Areas of expertise include systems/software engineering, IT services, program management and process management. Mr. Felschow is considered an expert in applying business process improvement concepts and has helped guide many organizations with improving their capabilities and performance as a result of implementing a sound process foundation supported by a comprehensive measurement program. He provides consulting and training on many software related topics, such as project management, process management, establishing measurement programs, improving capabilities and optimizing performance.
Track: Advancing Your Capability
Presentation Title: Positive Effects of Quantitatively Managing your Service Desk
Presentation Summary: The presentation will focus on how an organization inherited a service desk that was not meeting the service desk Service Level Agreements(SLA) and how the new organization took over the work and not only through process definition and analysis learned to meet the SLAs. Through the use of quantitative management techniques the SLAs were further analyzed and service desk performance was stabilized and ultimately continued to improve through the optimization of the performance based measured.