Help Desk Institute — San Francisco — August 19th

15 Dec, 2016

Come see Tyler Jones (Director, Service Delivery) present…

“Metrics that Matter, a Better Balanced Scorecard for IT”


With all of the process methodologies to choose from, it can be quite a challenge to come up with the metrics that are most important to manage IT from a business perspective.  We’ll outline some of the underlying general principles that apply across these multiple disciplines (such as ITIL, Six Sigma and MOF) by leveraging the most commonly implemented balanced scorecard approach… and common sense.

We look forward to seeing you there!  If you need more information, use the contact us tab to find us…

About Tyler Jones: Tyler has been passionate about delighting customers in his 15 years as an IT professional. From his start in help desk support through executive leadership in larger enterprises, taking care of the customer has always been central to Tyler’s philosophy. Before joining Northcraft Analytics, Tyler was the Vice President of Service Operations for Ceridian. He is a Certified Support Manager by the SCP as well as the SSPA. He is also Green Belt trained and has received his ITIL certification in IT Service Management. Tyler was the host of his own technology show, Random Access Radio, on WGST in Atlanta, GA from 1998 until 2003. He is also a published author on small business technology. Tyler is an avid technologist, loves music, and is a Deacon in his church. He and his wife, Lee, have two children and live in the suburbs of north Atlanta.