The Analytics Era: A Look at the Future of Metrics

with John Custy

Tuesday, Dec 15, 2015

In this webinar, HDI 2016 track chair John Custy ("Metrics and Measurements") will present a view into the future of metrics as we move out of the telephone era and into the era of multichannel and analytics, including new trends in metrics and reporting. Discover how service desk professionals can be better partners in the analytics process by asking the right questions, and why reporting on value and outcomes is paramount.

View the Webcast Recording

About Our Speaker(s)

John Custy

Managing Consultant

John Custy is a services management authority with extensive experience helping organizations improve their services delivery, become more strategic, and increase value. He is an internationally known speaker and educator who challenges us to think differently. John received his MA from Boston University and his BS from the University of Massachusetts at Lowell. In addition, he has earned his ITIL Manager, ITIL Expert, ISO 20000 Consultant, KCS Consultant, and Kepner-Tregoe (KT) certifications. He is also a member of the HDI Faculty and the HDI International Certification Standards Committee. John Custy is the 2015 recipient of the Ron Muns Lifetime Achievement Award and was also recognized as an IT Industry Legend by Cherwell Software.