Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.
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Paul Fordiani, CGEIT, is an organizational performance improvement subject matter expert with Acuity, Inc. His core competence is in “Standard-based, Process-driven” continual improvement using ISO standards and CMMI practices. He has led many ITSM improvement efforts for a wide variety of commercial and federal organizations, with a specialty of ISO 20000 certification programs. After a career as an operational improvement analyst serving Department of Defense programs, Mr. Fordiani transitioned into Enterprise Architecture and developed his own ITSM-based process reference model to integrate with the major architectural models in place at that time (such as DODAF.) He was part of the United States Technical Review of the 2011 revision of ISO 20000-1. Mr. Fordiani leveraged his experience into a successful IT Service Management consulting career focusing on performance management and help desk improvements. He joined his current employer in 2017 and is the initiative lead for his company’s Performance Office. This role is the basis for his current presentation. His team was a runner-up for HDI’s Change Management Award in 2019. He has previously spoken on “Standards-based, process-driven” process improvement and on “Changing Changer: Holistic Process Improvement” at prior HDI conferences.