ITSMF 2010

Session Description
Title:	Transforming Resources: A Continuous Learning Approach
Track:	Track 5 - Protecting/Sustaining Momentum
Schedule:	September 20, 2010 10:00 AM - 11:00 AM
With IT being the ‘life-blood' of most businesses today, it is imperative that IT managers build in a culture of continual learning for people. Successful execution requires process, technology and people. Just as Continual Service Improvement (CSI) ensures that all stages and processes of the IT Service Management (ITSM) lifecycle are operating optimally, a continual learning program becomes an integral part of the organization's culture can ensure that valuable people resources continually learn and develop. This presentation will share methods, plans and key success factors on how to move from a costly, reactive periodic training approach to a proactive, integrated program of continual learning.

Speaker
Paul Dooley (Optimal Connections, LLC) Paul is the President and Principal Consultant of Optimal Connections LLC. With over 30 years of experience in the high technology and software development industry, Paul has held numerous positions in customer service, support and marketing. Paul's experience includes years of IT technical support as well as management, working for such companies as Motorola, FileNet, and QAD. He is also experienced in service desk infrastructure development, support center consolidation, deployment of web portals and Knowledge Management Systems, as well as service marketing strategy and activities. Currently Paul delivers a variety of services to IT organizations, including support analyst and IT management training, ITIL Foundations and Intermediate training, support center assessments, audits, and general consulting. His degrees include BA and MBA. Paul is also ITIL V2 Foundations and Practitioner certified, as well as certified in most ITIL Intermediate levels and as an ITIL V3 Expert. He is also HDI certified as an instructor and auditor, and by ITpreneurs.
Print	Close

Speaker

Paul Dooley (Optimal Connections, LLC)
Paul is the President and Principal Consultant of Optimal Connections LLC. With over 30 years of experience in the high technology and software development industry, Paul has held numerous positions in customer service, support and marketing. Paul's experience includes years of IT technical support as well as management, working for such companies as Motorola, FileNet, and QAD. He is also experienced in service desk infrastructure development, support center consolidation, deployment of web portals and Knowledge Management Systems, as well as service marketing strategy and activities. Currently Paul delivers a variety of services to IT organizations, including support analyst and IT management training, ITIL Foundations and Intermediate training, support center assessments, audits, and general consulting.

His degrees include BA and MBA. Paul is also ITIL V2 Foundations and Practitioner certified, as well as certified in most ITIL Intermediate levels and as an ITIL V3 Expert. He is also HDI certified as an instructor and auditor, and by ITpreneurs.

Print

Close