Oz Merchant, Director of Customer Success, Samanage and Cord Silverstein, Director of Content, Samanage
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.
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Metrics we’ll focus on: Cost Per Ticket, Customer Satisfaction, Agent Utilization, First Touch Resolution, and Mean Time to Resolve.