HDI 2018 Schedule Builder

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Session 305: Transformation, Transparency, and Accountability: A Case Study on Changing the Way We Deliver IT Services (Case Study)

Eddie Vidal (Independent Consultant , EJV Corp.)

Ana Agostini (Administrative Director- IT Services, Memorial Healthcare System)

Location: Room 309

Date: Wednesday, April 11

Time: 3:00pm - 4:00pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Process Optimization and Automation

Experience Level: Intermediate

Organization Maturity: Immature/Reactive

Vault Recording: TBD

Audience Level: Intermediate

When an organization with more than 12,000 employees changes its service management tool, little do they realize a transformation is about to take place and the way of delivering customer service is about to change. At Memorial Healthcare System, this implementation uncovered opportunities for process improvement and changes to service delivery, all adding value to the business. This session details Memorial’s journey, focusing on how it challenged them to become better by holding themselves accountable with actionable data, collaborating more with internal teams, and mobilizing their customer base.