Webinar Archives
Process Integration, Metrics and Setting Expectations with Donna Knapp
Posted by Cid Tyer on Apr 16th 2014
Frameworks and standards such as ITIL, KCS and ISO/IEC 20000 promote an integrated process approach. Using business-centric examples, this session shows how to design service desk metrics and r
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Certified ScrumMaster (CSM) Round Table with Jayne Groll and Donna Knapp
Posted by Cid Tyer on Feb 19th 2014
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Slide Deck
Q&A Report
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The Service Desk of the Future with Donna Knapp, ITSM Academy
Posted by Cid Tyer on Oct 16th 2013
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Slide Deck
Q&A Report
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Process Maturity: It's Not About the Numbers! with Donna Knapp, ITSM Academy
Posted by Cid Tyer on Jan 23rd 2013
View the RecordingCheck out Donna's book, The ITSM Process Design Guide.
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Webinar: Ask the Experts with Donna Knapp
Posted by Cid Tyer on Sep 19th 2012
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Q&A Report
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