Avoid the Watermelon - Getting Service Levels Right

11:00 am ET, 8:00 am PT

Does your IT service provider issue you with performance reports that show everything is green, yet you're not happy with the service received? Do you provide your stakeholders with reports that show green, yet your stakeholders are not happy? This is known as the watermelon effect; green on outside but red on inside. If you are an IT provider or consumer of IT services (or both) grappling with this challenge, this session is for you. We'll discuss the latest industry insights on the most effective Service Levels to employ that help drive required business outcomes and create a partnership that sets both parties up for success.

Moderator:
Mazdak Araghrez, Global Service Excellence Lead, Dentons 

Speakers:
Chris Good, Service Optimisation Managing Consultant, Mason Advisory
Jeff Rumburg, CEO and Managing Partner, MetricNet, LLC