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Quality Improvement in Support Processes

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Quality Improvement in Support Processes

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    1. Quality Improvement in Support Processes Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    2. Agenda Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    3. Me Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    4. Allegheny Energy Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    5. Recent Growth Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    6. Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    7. Diversified – 1.4 million customers serving 3 million people in 5 states. S&P 500 Company – Traditionally electric utility now diversified, power generation, delivery, recently purchased gas operations & acquired Merill Lynch’s Global Energy Markets – vaults us into worldwide energy commodities. Diversified – 1.4 million customers serving 3 million people in 5 states. S&P 500 Company – Traditionally electric utility now diversified, power generation, delivery, recently purchased gas operations & acquired Merill Lynch’s Global Energy Markets – vaults us into worldwide energy commodities.

    8. IT Support Center Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    9. Quality Philosophies Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    10. Which one is right? Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    11. If you can count it, you can improve it! Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    12. Case 1 – Inadequate Information Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    13. Case 1 – Inadequate Information Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    14. Case 1 – Inadequate Information Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    15. Case 1 – Inadequate Information Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    16. Case 1 – Inadequate Information Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    17. Case 1 – Inadequate Information Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    18. Case 1 – Inadequate Information Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    19. Case 2 – “Top Dogs” Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    20. Case 2 – “Top Dogs” Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    21. Case 2 – “Top Dogs” Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    22. Case 2 – “Top Dogs” Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    23. Case 2 – “Top Dogs” Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    24. Case 2 – “Top Dogs” Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    25. Case 3 – Break/Fix SLA Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    26. Case 3 – Break/Fix SLA Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    27. Case 3 – Break/Fix SLA Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    28. Case 3 – Break/Fix SLA Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    29. Case 3 – Break/Fix SLA Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    30. Case 3 – Break/Fix SLA Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    31. Case 3 – Break/Fix SLA Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    32. Case 3 – Break/Fix SLA Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    33. If you can count it, you can improve it Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

    34. John R. McCune Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do, Welcome Marketing Your IS Shop – what we do at AE NOT ITIL, Not CObIT, Not Best Practice – This is what we do,

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