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Home | Agenda | Breakout Leadership

TUE

Maximizing IT Support Margins: Informed Sourcing at REI
Samantha Reed,
Room : Starvine 8 and 9
Subject : IT Cost
Breakout : Leadership

In retail, it's all about margin—you can sell every item in your inventory and still fail to meet your sales goals if too many products are sold at a discount. In IT, it's all about service—providing excellent service in a cost-affordable manner. Even if every incident is resolved within SLA-defined terms, you may be failing to meet your incident management goals by using high-cost support staff for incident resolution. This session will focus on defining your support costs, identifying opportunities for reduction, and tracking your progress and savings.