September 11th - 12th 2008 - Savannah Marriott Riverfront Hotel - Savannah, GA
CreekPoionte's 6th Annyal HEAT End-User Converence Training

Rae Ann Bruno - President, Business Solutions Training
Rae Ann Bruno

President
Business Solutions Training

Translating Metrics to Business Benefits

Leave terminology like “abandoned rate”, and “average speed answered” to your IT meetings and publish efficiency metrics that the business wants to know.  Learn to structure and report your information in a way that not only measures your support team’s effectiveness but also shows your positive impact on and value to your organization.  By accurately analyzing and communicating the information you capture, you can increase employee (end-user) productivity and market your service center’s role as a business enabler.

Participants will learn:

  • Ways to capture information from a business perspective.
  • What metrics to use for internal use to analyze operational efficiency
  • What metrics to share externally (with Business groups) which market your support team’s accomplishments and gain executive management support within the business community.

Rae Ann Bruno, President, Business Solutions Training, Inc. has more that 15 years of management experience with an emphasis on process re-engineering, employee development, and business alignment of IT services.  Formerly the vice president of strategic relations for Previo, rae Ann was the publisher of Previo’s eZine, eSupport Perspectives and has authored many articles and white paper published in various support and service industry publications.  In the role, Rae Ann consulted with Previo customers on process re-engineering and best practices and trained support professionals on industry best practices.

Prior to Previo, Rae Ann was the director of It customer service for Siemens Energy & Automation (SE&A) where she started up an IT training and documentation department, re-engineered the service desk, and implemented incident management, problem management and service level management across the IT organization.  She came to SE&A from Cutler-Hammer where she re-engineered the support and security teams in her role as enterprise support manager.  In her previous role as the training and documentation manager, she worked closely with the business units to develop and deliver business-focused training and support.  Her training team won the Cutler-Hammer Award for its innovative and successful training program focused on raising the computer literacy of the Cutler-Hammer sales force through organized peer training.

Rae Ann is ITIL certified and is a certified trainer for HDI for the professional, knowledge management, team lead, manager and director certifications.