Hi [[ session.user.profile.firstName ]]

Higher Ed SIG: The Power of Metrics for Optimal ITSM Performance; “Metricity – E

In everyday life, measurement is an essential component; how big? How far? How high? What’s the time? What’s the cost? But what is good measurement & how can it impact performance when aiming to exceed targets?

ITSM has access to a phenomenal amount of data, which can be transl
In everyday life, measurement is an essential component; how big? How far? How high? What’s the time? What’s the cost? But what is good measurement & how can it impact performance when aiming to exceed targets?

ITSM has access to a phenomenal amount of data, which can be translated into information to create knowledge. Learning how to harness knowledge begins with learning how to apply wisdom in order to achieve optimal ITSM performance. For this we will look in depth at the 2011 Edition metrics for Incident, Problem, Change & Service Desk. To this end you will learn:

•A review of the roles of data, information, knowledge & wisdom & the joint role they play in endorsing the power of metrics for optimal performance.

•How the same metrics can be viewed from a different angle. We will investigate a hierarchy of metrics using Maslow’s Hierarchy of Human Needs as our inspiration.

•We will discuss Critical Success Factors & Key Performance Indicators which used properly can be an immensely powerful tool used wrongly will lead you down a yellow brick leading nowhere.

•Using the ITIL 2011 Edition publications we will review how the metrics for Incident, Problem, Change & Service Desk are addressed in the ITIL 2011 Edition publications.

Speaker Bio:
Malcolm Fry, is a recognized IT industry luminary with over 40 years experience in Information Technology & the author of many bestselling books on IT Service Management & is the solo performer in a highly successful best-selling DVD series made for the Help Desk Institute explaining the relationship between the ITIL processes & the Service Desk. He has written 6 ITIL focus booklets of which over 100,000 copies are now in circulation; publications include ‘A step-by-step Guide to Building a CMDB’ & ‘How to build & ITIL Service Management Department’ while his latest publication ‘ITIL Lite’ was released early in 2010.
Recorded Jun 20 2012 48 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Malcolm Fry with host Hillary Rosenfeld
Presentation preview: Higher Ed SIG: The Power of Metrics for Optimal ITSM Performance; “Metricity – E
Recommended for you:
  • Date
  • Rating
  • Views
  • PROTECT Webcast - May 2016 PROTECT Webcast - May 2016 Edward Preston Recorded: May 6 2016 56 mins
    Join us on May 2016 for the "Introducing PROTECT" webinar, offering a complete look at HOW our solution works to find threats that the others simply miss

    You'll learn:

    WHO CylancePROTECT was built to protect
    WHY math and machine learning are the future of security
    HOW CylancePROTECT catches what the others miss

    To reserve your spot, please register today!
  • Reach your DevOps Goals with Integrated Solutions Reach your DevOps Goals with Integrated Solutions Ravi Sony, Thomas Krall HPE Recorded: May 5 2016 60 mins
    DevOps is gaining traction in the industry. The idea economy demands faster go to market capabilities with high quality, low risk, and low costs. Achieving the benefits of DevOps requires enablement of some core attributes within the organization including visibility, collaboration, and automation. Join us as we walk through an integrated DevOps Solution and help you accelerate the implementation of Continuous Delivery.

    In this webinar you will learn about:

    The importance of integration of lifecycle products
    Shift-Left optimization via integration
    Providing value to your organization through DevOps and Integration
  • Reach your DevOps Goals with Integrated Solutions Reach your DevOps Goals with Integrated Solutions Ravi Sony, Thomas Krall HPE Recorded: May 5 2016 60 mins
    DevOps is gaining traction in the industry. The idea economy demands faster go to market capabilities with high quality, low risk, and low costs. Achieving the benefits of DevOps requires enablement of some core attributes within the organization including visibility, collaboration, and automation. Join us as we walk through an integrated DevOps Solution and help you accelerate the implementation of Continuous Delivery.

    In this webinar you will learn about:

    The importance of integration of lifecycle products
    Shift-Left optimization via integration
    Providing value to your organization through DevOps and Integration
  • Reach your DevOps Goals with Integrated Solutions Reach your DevOps Goals with Integrated Solutions Ravi Sony, Thomas Krall HPE Recorded: May 5 2016 60 mins
    DevOps is gaining traction in the industry. The idea economy demands faster go to market capabilities with high quality, low risk, and low costs. Achieving the benefits of DevOps requires enablement of some core attributes within the organization including visibility, collaboration, and automation. Join us as we walk through an integrated DevOps Solution and help you accelerate the implementation of Continuous Delivery.

    In this webinar you will learn about:

    The importance of integration of lifecycle products
    Shift-Left optimization via integration
    Providing value to your organization through DevOps and Integration
  • Scary Facts About Online Security Scary Facts About Online Security Tricia Pattee, HOSTING Director of Managed Services Recorded: May 5 2016 29 mins
    As the Internet of Things encourages businesses to embrace big data, IT professionals turn to online resources to house and manage applications. However, cyber attacks are increasingly becoming a matter of “when,” not “if,” leading IT professionals to seek robust security solutions. Still on the fence about whether your small to medium sized enterprise really needs that much protection? Join Tricia Pattee, Product Manager at HOSTING, for a 30 minute webinar about scary facts about online security you need to know. Bring your questions – we’ll host a Q&A at the end of the presentation.
  • Bringing IT All Together — Modern Monitoring for Hybrid IT Bringing IT All Together — Modern Monitoring for Hybrid IT Jay Lyman, 451 Research; Kent Erickson, Zenoss Recorded: May 4 2016 46 mins
    The cloud is here to stay. However, that also means more and more companies are realizing that they’ve built two separate IT teams and are struggling to deliver quality services without a unified view. A true hybrid monitoring solution is the answer to this common problem.

    Join Jay Lyman, Analyst at 451 Research, and Kent Erickson, Alliance Strategist at Zenoss, as they discuss what is shaping hybrid IT, where it's going, and what to do about it.
  • How New Devices Can Help You Make the Most of Windows 10 How New Devices Can Help You Make the Most of Windows 10 David Hollway, Mike Brohoski, & Pang Ngernsupaluck Recorded: May 4 2016 23 mins
    Together, Windows 10 and Intel deliver the productivity, security and manageability you need to advance your business.

    Intel and Microsoft have been collaborating for more than 30 years, creating technology that has changed the way we do business.

    With Windows 10, we’ve taken this partnership to a whole new level, with new hardware lighting up key Windows features that help you stay ahead of security threats, while making it easy for you to manage devices across your business.

    The new devices on Windows 10 and the new Intel 6th generation processor (Skylake) deliver:
    •Better Productivity: Do more and be more productive with improved multi-tasking, less waiting, familiar interface and app compatibility
    •Better Security: Helps protect identity, data and devices against modern security threats
    •Better Manageability: Stay current with less effort, manage devices more effectively, remotely provision and deploy applications

    Watch this webcast to:
    •Discover Windows 10 productivity, security and manageability features that new hardware lights up
    •Learn more about the Intel 6th generation processor (Skylake) and how it helps give time and money back to your company
    •Get additional resources to evaluate when it might be time for new devices and what devices are right for you
  • A Case Study Dissected: How WGBH Transformed their Customer Services Experience A Case Study Dissected: How WGBH Transformed their Customer Services Experience Kate Leggett, VP, Principal Analyst, Forrester and Becky Levy, Associate Director of Member Services & Development, WGBH Recorded: May 3 2016 48 mins
    Join Kate Leggett, VP Principal Analyst at Forrester and Becky Levy, Associate Director of Member Services & Development Operations at WGBH as they discuss tips to transform the customer experience, how to create a profitable customer service strategy, and what technologies to utilize when increasing business and customer value.

    Learn more from WGBH on:

    •The pains of an antiquated, disjointed contact center strategy.
    •Vision for a modern customer service experience.
    •The business value of a consolidated customer engagement strategy through Salesforce
    •How they successfully led the evaluation and four-day implementation of NewVoiceMedia.
    •Their transformation results and lessons learned along the way.

    A lively Q&A will follow this presentation with Kate and Becky – come ready with your questions!
  • How to Improve the ITSM Customer Experience How to Improve the ITSM Customer Experience Marcel Shaw Recorded: Apr 29 2016 55 mins
    Improving the ITSM experience will improve customer satisfaction. In this session, we will take a user-centric approach to discuss methods for ensuring the customer experience is engaging, consistent, and memorable leading to higher customer satisfaction

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Higher Ed SIG: The Power of Metrics for Optimal ITSM Performance; “Metricity – E
  • Live at: Jun 20 2012 6:15 pm
  • Presented by: Malcolm Fry with host Hillary Rosenfeld
  • From:
Your email has been sent.
or close
You must be logged in to email this