Metrics that Matter: Perfecting the balance of people, systems and services

Presented by

Richard Josey, Service Management Architect, Edge Service Management by Unisys & Toby Moore, ITSM Specialist & SITS15

About this talk

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. Points covered: · 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

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Unisys has built a reputation helping leading IT organizations establish a service-minded approach to IT operations. Through our Service Management and Automation, we assist enterprises in achieving the promise of business service management through a combination of technology modernization via services, organizational change management and process optimization.