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Houston Hi-Tech Events Calendar




The Houston Hi-Tech Events Calendar contains information on numerous Houston IT professional groups with detailed event schedules, upcoming meetings, and continuing education seminars. JDA is committed to helping IT professionals achieve their ultimate career goals, and we are equally dedicated to educating and informing IT professionals about the opportunities within the Houston IT market.

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February 24, 2019 - March 2, 2019 Next Week
Feb 24 Sunday
  No events scheduled.
Feb 25 Monday
  No events scheduled.
Feb 26 Tuesday
  No events scheduled.
Feb 27 Wednesday
 

7:15am - 8:30am
Event:
Houston Business Crossroads
Program: Weekly Meeting
Location: TBD
 

8:30am - 10:30am
Event:
HDI Houston
Program: "Metrics that we love for Service Delivery"
  • Mark Sowden, IronEdge Group

    Information and Registration


    When discussing key metrics for service delivery, we all like to focus on a select few. IronEdge likes to start with staffing. How do we know we have enough staff when it seems like the more people we hire, the more work we get? The first is phone metrics. Primarily inbound calls. This is a key metric for us due to the fact that your ability to multitask while on a phone call goes down dramatically. The need to be attentive, patient, empathetic, and responsive requires a singular and focused mind. The next is going to be ticket backlog. There are stories within your backlog. What does it say? Are we properly trained? Does the client need new infrastructure? Are we “just busy”? These questions need to be answered well before the discussion of adding another resource to the team can begin.

    Secondly, we key in on metrics that tell us what the clients think? We can do this through SLA and Client Satisfaction Surveys. There are so many more, but what better way to know how the client feels than from their own words and how long it takes to get in front of the problem? The two often go hand in hand.

    Third, we focus on our productivity. Training metrics will often correlate directly with multi-touch issues. But once the team is trained, do those multi touch tickets magically disappear? Definitely not. What are some of the other things we can glean from a multi-touch ticket?

    Finally, how do we reduce the amount of tickets that come into the systems? We do this by turning ticket statistics into proactive support. For example, tuning incidents and proactively identifying problems before they become a larger issue. Another example would be entering perfect notes into tickets and wrapping them consistently, which allows our ticketing system to be just as robust a Knowledgebase as our documentation system. This ultimately allows us to get in front of the client with solutions, rather than problems.
  • Location: HISD Administration Building
    4400 West 18th Street
    Houston, TX 77081
     

    11:00am - 1:00pm
    Event:
    Houston Compensation and Benefits
    Program: Monthly Meeting
    Location: The Briar Club
    2603 Timmons Ln
    Houston, TX 77027
     

    11:30am - 1:00pm
    Event:
    Association of Record Managers and Administrators
    Program: Monthly Meeting
    Location: Hess Club and Newfield Exploration(remote)
    5430 Westheimer Way
    Houston, Texas  77056
    United States
     

    6:00pm - 9:00pm
    Event:
    Houston Linux Users Group
    Program: Weekly Meeting
    Location: cPanel
    2550 N Loop W #4006
    Houston, TX 77092
     

    6:30pm - 8:30pm
    Event:
    Houston Java Users Group
    Program: Monthly Meeting
    Location: PROS Pricing
    3100 Main
    2nd floor
    Houston, TX 77002
    Feb 28 Thursday
     

    11:30am - 1:00pm
    Event:
    Houston Interactive Marketing Association
    Program: Monthly Meeting
    Location: TBD
     

    5:30pm - 6:30pm
    Event:
    Houston PMI Downtown
    Program: Monthly Meeting
    Location: Experis IT
    1001 Fannin Street
    Suite 4550
    Houston, TX 77002
    Mar 1 Friday
      No events scheduled.
    Mar 2 Saturday
      No events scheduled.
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