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  • Mastering IT Metrics
    Mastering IT Metrics
    Quentin McPhee, Implementation Manager, Vivantio Recorded: Feb 14 2019 53 mins
    IT monitoring and metrics play a key role in measuring IT service management success. By properly analyzing, understanding and measuring where the true value lies in your organization, you can effectively analyze risk, add value, reduce the cost of service delivery and boost the overall performance of your service teams.

    But without knowing what to measure, how to interpret the results and how to leverage your organization’s tools and data to make this possible, you’re setting yourself up for frustration and a lack of clarity in your reporting output.

    On Thursday, May 17th, join BrightTALK and Vivantio’s Senior Implementation Manager Quentin McPhee to learn what you and your senior management need to inform IT decision-making and drive sustainable service improvement, in practical terms.

    Quentin McPhee has more than 20 years’ experience in service management delivery and brings significant knowledge in implementing solutions for all types of organizations.

    This session is not just a ‘back to basics’, but rather will set out what every ITSM organization should be measuring and how to interpret the results, plus how to sustain the measuring process to become a self-aware powerhouse. We’ll also discuss:

    •What value reporting on your ITSM processes can realise
    •Different types of reports and who needs them
    •Tips, tricks and best practices to build out, maintain and sustain your organisation’s reporting structure

    We’ll also cover real-life examples of organizations who have improved efficiency through effective data analysis.


    Vivantio is a leader in help desk, IT service management and customer service software, empowering service teams to embrace automation and improve service levels at hundreds of organisations around the world.
  • Rescue Your Service Desk with Advanced ITSM Superpowers
    Rescue Your Service Desk with Advanced ITSM Superpowers
    George Spalding, Executive Vice President, Pink Elephant Recorded: Nov 15 2018 58 mins
    Are you sensing that your service desk might be in trouble? There are many threatening issues out there that can wipe out your team if you aren’t careful. But, there are also many evolving ITSM strategies you can incorporate into your service arsenal to become a real hero for your team.

    In this webinar, get lessons directly from the spectacled IT crusader George Spalding, executive vice president at Pink Elephant. You will learn about future service desk superpowers you can use to boost performance like:

    •Enhancing vision with intelligent service KPI reporting
    •Increasing strength with iterative process design
    •Running faster with superior service automation processes
    •Increasing agility by incorporating lean practices

    We look forward to seeing you on the webinar!

    Speaker Info:

    George Spalding,
    Executive Vice President, Pink Elephant

    In addition to co-authoring the ITIL® V3’s Continual Service Improvement core volume, George Spalding was honored with the 2012 Ron Muns Lifetime Achievement Award from HDI and is one of the world’s most insightful and engaging IT Service Management and Support experts. In addition to his extensive commitment to moving the industry forward, George spent several years as a consultant to the White House on technical presentations and White House conferences. He also coordinated technical presentations for members of the President's cabinet, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, the highest level in the ITIL certification program, is a regular author of IT articles and white papers, and a frequent presenter at global IT conferences and events.
  • How ITSM Unifies Entire Organisations
    How ITSM Unifies Entire Organisations
    David Wright and Scarlett Bayes, SDI and Jeff Rumberg, MetricNet Recorded: Nov 7 2018 56 mins
    Join Vivantio and David Wright, Service Desk Institute’s Chief Innovation Officer, as we explore why staying on the cutting edge of service is a huge priority for many CIOs and IT Managers.

    Learn about innovations you can bring to the table at your next leadership meeting and how you can get the rest of the organization behind your methods to bolster service delivery.

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