Event Details
HDI Philly May 2021 Chapter Meeting
Service Desk Ticket Data Analysis
Topic: Your ticketing data is full of insights; identify how you can use this data to drive improvements and strategic conversations.
Speaker: Ken Weston, PMP, CertAPM, SMC
Job Title: Senior Research Analyst, IT Operations, Info-Tech Research Group
Session Abstract: Your ticketing data is full of insights. During this presentation, we will discuss ways you can analyze your data: what patterns to look for, tools for breaking down data, and how to use that data. We will share common metrics and reports for senior leadership, service desk teams, IT specialists, and other ITSM practices. This session will end with a list of resources that you can use, as well as with lessons learned from your peers on analyzing ITSM data.
Speaker Biography: Ken helps clients on IT service management, IT asset management, and helping IT infrastructure and operations teams strategically empower users.
Topic: Strategic Forecasting and Planning
Speaker: Ericc Whetstone
Job Title: Senior Director WFM & Reporting at Alorica
Session Abstract: Usage of Weekly Arrival Patterns, Daily Arrival Patterns as applied to Monthly Patterns. If time allows: Applying PT, 4x10 & Tiered Schedules to Optimize Daily & Interval Schedules
Speaker Biography: Ericc Whetstone is a highly regarded leader & expert in workforce management. He has worked with 15+ industries, starting his career in 2007 as a scheduling analyst and was rapidly promoted to manager, senior manager, director & senior director. Currently working at Alorica, Ericc is responsible for the teams running the capacity planning, forecasting, scheduling, real-time management & reporting for a major client (5500 agents).
