Hank Marquis
Global KnowledgeHank Marquis works with IT and HR leaders worldwide to develop IT service improvement solutions that increase customer quality of experience through a focus on the skills and capabilities of IT staff. He has over 30 years of practical hands-on experience designing, managing, organizing, and optimizing IT infrastructures. His research, books and articles deliver practical, pragmatic and solution-oriented advice, his speaking style is both insightful and humorously entertaining. He currently leads the Business Service Management practice area for Global Knowledge, the world-wide leader in IT and business training.
Hank will present the following:104 - Defining and Valuing IT Services303 - The Emotions of Service Quality: Quality of Service Isn't Quality of Experience503 - Determining KPIs from the Outside-In