Edward Gray, systems integration and support specialist in UMW’s IT Support Services, has written an article titled “Measuring Success: An Introduction to Metrics” for HDI’s SupportWorld online publication. The article is based on a presentation Gray gave at the HDI Capital Area local chapter meeting in April and that he will present at the Service Management FUSION conference in early November. The article and presentation provide foundational knowledge on the topic of metrics, their definition, selection and use.
Gray has been at UMW for more than 15 years, serving in various IT roles. He earned a master of science degree in Management Information Systems from UMW in 2010. He was a participant in the inaugural cohort of Leadership UMW. He has also earned several technical and management best practice certifications. More information about him is available on his website, http://www.edwardgray.com.
HDI’s SupportWorld is an online publication where new articles are released every week on service and support topics such as strategy and best practices, service management, technology, workforce enablement, and processes and practices.
HDI is a global association for IT service and technical support professionals and the premier certification body for the services support industry. itSMF USA is a nonprofit membership organization dedicated to the advancement of service management good practices by professional and academic practitioners, researchers and leaders. Gray is a member of both organizations and currently serves as the Community Manager for itSMF USA’s Higher Education Community of Interest. If you have any questions, feel free to contact Gray at egray@umw.edu.