Since IT is primarily “Knowledge Work” it’s critical we understand our productivity vs. the value we create. Time is the key factor in calculating productivity. It is also important to know what value-added vs. non-value activities consume our time.
Leading organizations are tapping into a new Lean IT measurement model to better understand how to measure throughput, efficiency, effectiveness and quality of ITSM services.
There are three common measurement constraints:
1. What to measure for value creation, alignment and operational excellence.
2. Interpreting results. Many lack the skills and methods required to analyze metrics data to support corrective or preventative action.
3. Getting/trusting data. Underlying data collections systems are not designed to support analytical methods required for management decision making and/or are not trustworthy.
This session is about how savvy IT managers are implementing a new Lean IT monitoring and metrics and ITSM.
In 45 minutes we’ll cover:
What’s Lean all about
How Lean maximizes customer value by minimizing waste
Critical to quality measurement for ITSM
Value stream mapping technique
Lean ITSM value stream metrics
Interpreting result with examples of non-value activities (waste)
How to get trustworthy data
How to learn more
How to get started for no cost
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.
"Every organization is going to have very different security metrics, because it depends on the business and the metrics that are important to that business." Risk I/O CEO Ed Bellis took some time to discuss the importance of selecting measurable, actionable metrics by which to jduge your security program.Read more >
According to Econsultancy’s 2014 email marketing census, 36 per cent of marketers cite poor measurement and analytics as barriers to effective email marketing. They know that the right metrics will drive the right business results but while the essential metrics (delivered, opened, clicked or click to open) have served us well, they are not necessarily the ultimate measure over a period of time.
In this webinar Skip Fidura of dotmailer takes a look at:
How marketers can measure engagement though 'click and open reach' and 'dwell (or read) time'.
The term 'the halo effect', how it can be measured and how it's in line with multichannel marketing measurement.
The 'post click funnel' metric and making sure your campaign assessment isn't incomplete.
How to examine your 'time of action' which will drive tests and improvements.
Today’s marketing meetings are often full of people citing ratios, metrics and numbers. These metrics have evolved from the very simple notion of counting website visitors, to prospect conversion rates, to cost per lead, to cost per click, to conversion rates, etc. There is now a serious risk of blinding people with science. All of this detail is useful and has its place, but a CMO needs to be able to communicate the ROI on their investments in a clear & simple way that is easy to track.Read more >
This webinar will focus on the metrics that Scopus offers at the article, author, and journal levelRead more >
Do you know what the h-index is, but wonder how it varies among disciplines? Are you curious about metrics beyond the Impact Factor to assess journal quality? In this webinar, discover a basket of metrics you can use to look at author, article and journal impact. Find out the actual formulas for these metrics and tools for calculation or reliable sources. Also, discover how to put the metrics in context when it comes to a particular discipline or career stage.Read more >
You know the feeling – it’s 4:00AM, your app is down, and you’re on the hook to fix it. The last thing your tired eyes need are multiple tools to sift through for insights to get you answers. Wouldn’t it be great if you could have all your machine data – your logs and metrics – correlated in a single tool?
We all know the world is changing – as businesses make the move to the digital world, software is now the primary source of innovation and engine for business growth. This increasing rate of innovation comes with a laser focus on agility on modern applications to drive the business. It’s clear today’s app ain’t your daddy’s app. Teams have become cross-functional and collaborative, but the tools available for monitoring and troubleshooting apps simply can’t keep up – and that’s where we come in.
Sumo Logic recently announced the industry’s first cloud-native machine data analytics platform powered by machine learning technology, that can natively ingest and analyze both structured metrics data and unstructured log data together in real-time. What does this mean? Now, you can have instant access to the full analytics breadth for modern applications – from code to end-user behaviors to move with the speed and agility necessary to compete in today’s digital business world.
Don’t believe it’s possible? Listen in on our on-demand webinar as we take a closer look into this breakthrough platform and discuss:
How the rise of the modern application is changing the way we all work
Why you can’t afford to use siloed tools for monitoring and troubleshooting
How integrating logs and metrics data can lead to real-time continuous intelligence for richer operational, business and customer insights
A live demonstration of the first ever unified logs and metrics platform
Metrics and KPIs: always confused, hard to create, hard to align, hard to keep current, hard to report against and rarely ever helpful to use as an improvement tool. Why is this? What if you could create a simple balanced scorecard, or KPI tree, with no more than 15 measures that would keep your staff happy, you business stakeholders happy and your customers happy?
Join Daniel Breston to learn how, in part 4 of his 6 part Lean ITSM series. He will be exploring some dynamic ways to use ITSM metrics in a lean manner.
A webinar that provides an overview of NIHR metrics, what they are and how they are calculated.Read more >
In this webinar, ITSM luminary John Custy will present a view into the future of metrics as we move out of the telephone era and into the era of multichannel and analytics, including new trends in metrics and reporting. Discover how service desk professionals can be better partners in the analytics process by asking the right questions, and why reporting on value and outcomes is paramount.Read more >
Which metrics are provided by your translation vendor on your project invoices? If you can count them with one hand, chances are that you are missing out on some important data. Metrics can help you pinpoint delays, hold team members and vendors accountable, and keep a clear blueprint of how your process works so that you can keep the translation cycle moving on a consistent path of improvement.
Join Scott Abel, The Content Wrangler, and his special guest, Scott Carothers, Senior Globalization Executive of Kinetic the Technology Agency, and learn which metrics hold the most value to your enterprise.
Today, people spend more time using mobile apps than they do sitting on a computer surfing the web. In fact, overall time spent in apps has increased by 21% over the last year!
In this webinar, we show you how to apply your online marketing skills to the app-driven future. This is your free crash course on the app analytics you need to start paying attention to.
During this webinar, designed for web marketers, you’ll learn:
The key mobile equivalents of web metrics to help you gauge your app’s performance
How to measure success during all lifecycle stages of your app: from awareness, to engagement, to conversions and closes
The similarities and differences between the customer journey online vs. in apps
Plus: Get a detailed introduction on how to do inbound marketing for apps!
Following on from their latest presentation on the behavioural trends of service management, Richard Josey and Toby Moore continue their exploration of the effective measurement of service metrics and human behaviours. The body of this presentation will focus on how you gain the level of insights you need in order to make balanced choices about your services KPIs and outcomes.
· Balancing your reliance on metrics and scorecards
· Service intelligence: Business insights and analytics for ITSM
· Decision making processes for service improvements. Inform, act and review
· Understanding UX for ITSM and what insights can be gained
· Using retrospective measuring to make proactive changes
· Spotting trends in customer behaviours and engagement
In today’s fast changing IT support environments companies are looking to find ways to reduce cost while, increasing quality of service which are often opposing forces. By understanding IT support metrics, companies can better position themselves to measure success and turn opposition into opportunity.
Join us on Wednesday, July 29th at 2pm EDT and learn about metrics that can help measure your IT support environment’s health, reduce costs and improve your IT support services.
•How to determine the health of your IT Environment
•Identify the top 10 recommended Service Desk Metrics
According to Gartner, 80 percent of companies around the world only measure results. Often they don’t know what impacted these results, or what is best done to improve them going forward. That’s because there’s a major gap between the information executives want and the information they get.
For all of the good that data can do for businesses though, there’s one major issue that it presents: information overload. Many companies try to focus on too many different metrics without focusing on those that truly matter.
Want better results? Take a closer look at your leading indicators. In this webinar, we’ll show you how your company can do it best.