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Keynote Presentation by Malcolm Fry.

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.

Malcolm Fry, Owner and Information Technology Services Consultant – Fry Consultant Ltd

As a recognized IT industry luminary with over 40 years experience in Information Technology, Malcolm Fry serves as an Independent Executive Advisor, and brings an unparalleled breadth of knowledge and experience in IT business and technical issues. Malcolm is the author of many publications on IT service and support, has had numerous articles and papers published, and is regularly contacted as a source of information by technology journalists.

Among his latest publications are ‘A Step-by-Step Guide to Building a CMDB’ and the ITIL complementary book ‘How to Build a Service Management Department’ Malcolm’s newest publication is ‘ITIL Lite a Road Map to Partial or Full ITIL Implementation’.. Malcolm was also a member of the v3 Advisory Group and a mentor for the ‘Service Operations’ book. In April 2009 he was awarded the prestigious ‘Ron Muns Lifetime Achievement Award for IT Service and Support.