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Incident Management Metrics, A University of Miami Case Study
Eddie Vidal, Manager, Enterprise Support Services, UM
Eddie Vidal has over 20 years experience in various areas of Information Technology, focused primarily on Service Delivery and Support for IT infrastructures.
In this presentation, Eddie shares why it’s important to use metrics, and the UM approach. He will wrap the session by providing attendees with tangible advice that can be applied to any support organization.