Speaker: Richard T. Matlus
Location: Mandalay Bay - South Pacific Ballroom C
Session Type: Pre-Conference Tutorial

Repeatability of service delivery is critical in delivering consistent, reliable and cost-effective services. As business demands become more dynamic and unpredictable, and services become more complex, simple delivery processes are not enough to ensure the expected performance levels. The challenge is then to adopt specific mechanisms (methodologies, frameworks, standards and toolsets) that will at the same time simplify service delivery and help improve outsourcing performance.