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  • 5 Metrics for Better Service Management Visibility 5 Metrics for Better Service Management Visibility Oz Merchant, Director of Customer Success, Samanage and Cord Silverstein, Director of Content, Samanage Recorded: Aug 25 2016 46 mins
    IT organizations are being asked to cut costs while increasing productivity and identifying new ways to generate revenue. The first step in delivering value to an organization is empowering IT with the gift of sight. Sure, you can measure just about anything, but should you? More metrics does not equal better metrics. Not tracking trends over time, not setting goals, and not sharing metrics reports are common mistakes. The right metrics, tracked consistently, allow you identify areas for improvement and act on them. Join us as we discuss how an effective IT service management solution, coupled with the right metrics on your radar, can bring a new level of efficiency to IT.

    Metrics we’ll focus on: Cost Per Ticket, Customer Satisfaction, Agent Utilization, First Touch Resolution, and Mean Time to Resolve.
  • The Service Catalog: Driving IT Success and Beyond The Service Catalog: Driving IT Success and Beyond Jason Yeary, Senior Implementation Specialist, Samanage Recorded: Jun 28 2016 35 mins
    Why is the service catalog still so mysterious to IT organizations big and small? It’s built into IT service management solutions, but is one of the features that regularly goes underutilized. Not only are the use cases for IT mind-blowing, but the perks that come with it can change processes for the better and drive success across an organization. Once IT recognizes the value of the service catalog, the opportunities are endless across the enterprise.
  • 10 Secrets for Taming the ITSM Beast 10 Secrets for Taming the ITSM Beast Randy Michael, President, Knowledge ToolWorks Recorded: Aug 28 2014 57 mins
    You know you need to move toward service management, but how do you get there? For small and midsize organizations, implementing ITSM can feel like trying to swallow an elephant. In this webinar, Randy Michael, president of Knowledge ToolWorks, will discuss how to make ITSM work for you rather than chewing you up, including:

    •Key process and technology considerations for transforming into a high performing, service-driven organization

    •How to answer “Are you ready?” - Benefits and pitfalls of adopting an ITSM framework

    •The people equation - how to get everyone on board

    Registrants will receive an ITIL Process Framework poster that details out the individual process workflows within ITIL.

    Preview poster here: http://cdn2.hubspot.net/hub/41925/file-1452141925-png/Screen_Shot_2014-08-13_at_10.25.25_AM.png?t=1407941215366

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