On January 16th, 2009, the HDI LA Chapter held its first ever Special Training Event! 

Mapping Support Processes: Blueprint for Success

Since part of the mission of HDI is to offer valuable and timely education for our membership, the Los Angeles Chapter held it’s premiere training event – the first of many. 

TOPIC:  Mapping Support Processes.  Based on feedback from YOU – our members, we have selected this as our first training workshop.  Using the book “Mapping out Support Processes:  Blueprint for Success”, this workshop will evaluate a case study implementation of the ITIL incident and problem management processes.  But, if you’re not an ITIL shop, you’ll still want to consider this important training opportunity.  Whether your company is into Six Sigma, LEAN, COBiT or any other process improvement initiative, understanding how to map out processes will put you in the lead amongst your peers.  This session will illustrate process mapping using swim-lane or cross functional diagrams in detail with exercises to identify inefficiencies and how to avoid them. 

PRESENTER:  Julie Mohr is the Principle Research Analyst and Author at BlueprintAduits.com.  For over 15 years, she has been passionate about service and support management providing imaginative insight and dynamic leadership to transform service and support organizations into best practice, customer-focused environments.  Truly a “Friend of HDI”, Julie has been a consistently highly-rated speaker at the HDI National Conference".

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Last modified: 01/31/11