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September 16, 2013 @ 12:00 pm – 7:00 pm
Carnival Cruise Lines
3655 Northwest 87th Avenue
Miami, FL 33178

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Join HDI and Malcolm Fry for our second Power Tour. If you had the opportunity to attend The Power of Metrics for Optimal ITSM Performance workshop in 2012, you already know that this is a can’t miss event.

Quality is a word that you hear so often but it frequently lacks real substance because of the varying definitions that most people seem to have. Quality is subjective, relying upon many factors from one’s life experiences to their very interpretation of the word. Quality has many definitions and degrees of excellence, spanning a wide range of examples. What does it mean then to drive and deliver quality in Service Management?

To truly deliver quality service, organizations need quality people with the right skills; quality processes based on best practices that align with business needs; quality technology to enable those processes; quality assurance program to inspect the processes and results; and quality metrics to measure success.

This one-day workshop, presented by the renowned Malcolm Fry, is a fun, informative, and productive learning experience about the Power of Quality. The workshop contains a series of breakout opportunities that allow for networking and collaborative learning. Course participants will receive a questionnaire used to track required items for a new service that is to be implemented and supported by the Service Desk.

Keynote Presentation by Malcolm Fry

Session Name:  Power of Quality

What You Will Learn


  • Balance quality, performance, and cost
  • Create sensible Service Acceptance processes; service pipeline, service catalog and service retired
  • Build a quality improvement initiative
  • Delegate incidents rather than escalate incidents
  • Build a quality focused training plan
  • Work with other key ITSM units to improve quality; Service Desk, Problem, Incident, Change,
  • Request and Asset Management