Skip to Main Content

Measurement, Management and Money: The True Cost of IT Incidents

25 Apr 2024
11:30am - 1:00pm EDT

Join HDI Atlanta and Roy Atkinson on April 25th! 

Join us Thursday, April 25th, as our speaker, Roy Atkinson, discusses Measurement, Management & Money: The True Costs of IT Incidents.

Lunch will be provided for everyone in attendance! 

Location: 5909 Peachtree Dunwoody Rd. Bldg. D, Floor 11, Atlanta, GA 30328

Food | Raffles | Prizes

If you want to get the attention of senior executives in any organization, show them the money. How does money flow through the organization? Where is value added and lost? These indirect costs are tough to pin down, but they're there - and you can find them.

In this presentation by industry authority Roy Atkinson on "Measurement, Management and Money" he will discuss how lost productivity due to incidents costs significant amounts of money—and nearly no one is measuring it.

Traditional IT support metrics have been focused on IT itself, producing what many call inside-out thinking and vision. These days, businesses mistakenly believe that cutting IT spending is good and doing more with less saves money. But we can't improve what we don't measure, right?


  • The staggering costs of lost productivity we do not see
  • How siloed thinking limits our visibility into hidden expenditures
  • How good experience management can help break down silos and gain a better understanding of spending

Roy Atkinson is one of the most recognized thought leaders in IT, service management, and customer experience. He is a prolific writer, speaker, and webinar presenter, as well as an industry analyst. His expertise has been featured by The Economist, BizTech Magazine, Social Media Today, Computerworld, Oracle Customer Experience, SAP Business Innovation, and others. He is the author of books on contact center transformation and proactive IT service delivery. He is a contributing author to Digital Transformation Demystified from World Scientific Publishing.

Roy was HDI's 2019 Lifetime Achievement Award honoree and is one of HDI’s Top 25 Thought Leaders for 2024. He was described on CIO Insight as a "model for the future digital leader" and by Nextiva as one of the "Top 50 Customer Service Experts of the Decade 2010-2020."

In addition to his role as CEO of Clifton Butterfield, LLC, a business advisory firm, Roy is a Fellow of the Institute for Digital Transformation and a member of the HDI Strategic Advisory Board.

He holds a master’s certificate in Advanced Management Strategy from Tulane University’s Freeman School of Business, and has certifications in ITIL®, ITXM™, SFIA, and KCS®, and is a Certified Experience Champion.

Social Media:

X:  @RoyAtkinson

Bluesky: | Mastodon:




25 Apr 2024
11:30am - 1:00pm EDT

Google Calendar

  • 5909 Peachtree Dunwoody Rd. Ste D-1100 Atlanta GA 30328