Speaker Biograghy: Mike is responsible for all aspects of the enterprise applications, customisation, support, development, solution delivery, infrastructure engineering and IT architecture at Denver International Airport. He has been focused on all aspects of software solutions that support the business, and solves their problems. Key technology areas include: business process automation, business services integration, data governance for improved data interoperability and transparency, Improving information accessibility and reporting, supporting and improving information collaboration (SharePoint), compute and storage.


Day 2 - 11 March
Session: Technology, Systems Integration, IT & ICT

09:55 - 10:20 - A pragmatic ITSM approach soars DIA customer satisfaction scores
Synopsis: DIA strategy focuses on seven strategic themes. These include winning hearts of customers, achieving operational excellence and financial performance, and inspiring employees. These themes guide the Technologies Division's transformation to a service-based high-performance organisation. We learned that neither the ITIL Framework nor an ITSM tool are a prescription for creating a service-based organisation. Our approach to improving service delivery combines principles of governance, capability-based planning, ITSM, KPIs measurement and monitoring, continuing process improvement and change management. It has achieved measurable results. The effectiveness of our approach is demonstrated through our wi-fi service ASQ and internal customer satisfaction scores measures.

Audience will learn:

• Top 10 reasons why ITSM initiatives fail
• Neither the ITIL framework nor an ITSM tool alone are a prescription for improving service management and delivery
• A practical, repeatable and measurable approach to improving service management and delivery
• The important role of a balanced score card to help technology teams achieve alignment with their enterprise strategy
• Analytics as an enabling technology supporting quantitative measurement and monitoring of meaningful KPIs and monitoring customer comments via social media