New Presentation on BlueprintAudits.com

Title: Case Study - Mapping Problem Management Processes using Swim-Lane Diagrams

The following presentations are available and the BlueprintAudits.com Member's Only Portal:

• Auditing Your Support Environment
• New - Best Practices in Motivating, Training and Retaining CSRs
• Case Study: Mapping Problem Management Processes with Swim Lane Diagrams
• Everything I Ever Learned About Management: I Learned from the Movies
• Gizmos, Gadgets & Thingamajigs: Collaboration Tools for the Support Org
• Human Asset Management: Hire, Mentor & Train Your Most Important IT Asset
• Incident Management - An ITIL® Case Study
• IT Support Metrics & Measurements
• Knowledge Management in the Help Desk: Evolution or Revolution
• Make eSupport a Reality in Your Organization
• Motivate Your Team to Higher Standards
• One-Stop Help Desk Services
• New - Problem VS Incident: Strategies for Effective Diagnosis and Root Cause Analysis
• Real HD - Mapping Out Support Processes
• Service Level Management - A Customer's Perspective
• Sourcing: In, Out, Far Out & In Between
• The Virtual Help Desk: How to Leverage Remote Talent

Presentation CD Now Available
Due to email restrictions, some of our membership are unable to download presentations. We have created a CD filled with all of the presentations as an alternative. To purchase a CD-ROM of all current presentations visit the online store.

Julie L. Mohr is the Principal Research Analyst and Author at BlueprintAudits.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. She has helped over 50 organizations including many Fortune 100 companies to implement Knowledge Management, ITSM, IT Governance, organization enhancements, process re-engineering and service level management. Julie is an active contributor to the future development of the industry through speaking engagements at conferences worldwide, researching industry trends and publishing over 150 articles on best practices. Julie has developed a support organization maturity model and audit methodology utilized by thousands of organizations to identify weaknesses and develop improvement plans. She is an expert worldwide instructor in multiple industry frameworks including ITSM, KCS and COBIT. Julie is a certified Helpdesk Director and certified ITIL® Service Manager. She is currently serving as VP of Membership for the itSMF LIG in Sacramento, a faculty member with HDI and participated on the HDI Support Center Certification (SCC) standards committee. Julie is the author of Mapping Support Processes: Blueprint for Success, The Help Desk Audit: Blueprint for Success, The Help Desk Toolkit: Companion CD and The Help Desk Dictionary, and maintains an informative industry portal for practitioners at www.blueprintaudits.com. She is a member of IEEE Computer Society, American Society for Quality, Association for Computing Machinery, ISACA, HDI, itSMF and the Association of Support Professionals. Julie is a graduate of The Ohio State University with a Bachelor of Science degree in Computer Science.

BlueprintAudits.com was founded in 2003 by Julie L. Mohr. Founded originally as a publishing company, BlueprintAudits.com produced its first title in 2003, The Help Desk Audit: Blueprint for Success. Our mission was to create audits that would help service and support practitioners to understand the current level of maturity in a particular focus area and identify a strategy to improve. Each audit book also provides a blueprint for how to successfully improve any area identified as a weakness. Hence the name, BlueprintAudits.com. In 2004, BlueprintAudits.com released its second title, The Help Desk Audit Toolkit: Companion CD. This was the first CD-ROM and contained all of the templates from the book published the year earlier. In 2005, the third title was released, The Help Desk Dictionary.

Early in 2003, BlueprintAudits.com decided to invite industry experts to provide content to evolve the BlueprintAudits.com community into a mindshare of ideas for practitioners. In addition to the articles, BlueprintAudits.com expanded its offering to include research, links, presentations, and industry maturity reports. By the end of 2006, product sales and membership topped 2,000.
In 2007, BlueprintAudits.com expanded its offering to include:

• Assessments and Audits to help organizations compare themselves against the industry and their peers
• Training in ITSM, COBIT, Service Desk and Staff Development
• Database of assessment and audit data
• Membership portal
• eLearning Training Portal

Mapping Support Processes: Blueprint for Success
By Julie L. Mohr

$59.99 (US)

Scheduled to be Released: 2008
Taking Pre-Publication Orders

Workshops

THE HELP DESK AUDIT: BLUEPRINT FOR SUCCESS
By Julie L. Mohr


$49.95 (US)

.pdf summary

THE HELP DESK AUDIT TOOLKIT: COMPANION CD
By Julie L. Mohr


$45.95 (US)

.pdf summary

CUSTOMER SURVEYING
By Fred Van Bennekom


$44.95 (US)