Speaker: David M. Coyle
Location: Gaylord Palms Resort & Convention Center - Osceola Ballroom A
Session Type: Track Session

To ensure that IT service and support service levels and costs are meeting the expectations of the business, IT operations must continually evolve its use of process management, technology and skills set. This session discusses the Gartner Infrastructure, Operations & Management (IOM) Maturity Model as a structured approach to improving IT service and support and benchmarking your organization in multiple categories, along with tactical recommendations for measuring and improving the quality of support that is delivered.