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

5 Metrics for Better Service Management Visibility

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.
Recorded Aug 25 2016 46 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Oz Merchant, Director of Customer Success, Samanage and Cord Silverstein, Director of Content, Samanage
Presentation preview: 5 Metrics for Better Service Management Visibility

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • An ITSM Success Story: 8 Weeks, One Pandemic, and a Service Desk Implementation Jul 8 2020 6:00 pm UTC 30 mins
    Jason Thompson, IT Desktop Manager, Town of Gilbert
    Changing IT platforms can be stressful, especially an ITSM solution that the entire organization uses. For the Town of Gilbert, Arizona, the stakes were raised by a sudden need to support an entire remote workforce during a pandemic.

    Join this webcast to hear from Jason Thompson, IT Desktop Manager, on his team’s priorities for go-live and how they launched a successful service portal to support employees through unusual circumstances. He’ll cover:

    - An implementation checklist
    - Adoption of the solution throughout the organization
    - How to score quick wins with Service Desk configuration
  • Beyond IT: How to Share ITSM Tools and Practices With Your Organization Recorded: Jun 24 2020 31 mins
    Sean Sebring, ITIL 4 Managing Professional and Jaime Unger, ITSM Customer Success Manager
    If you’ve been around IT service management (ITSM) long enough, you’ve likely heard the term enterprise service management—the idea of expanding IT service practices to other departments. We like to call it “employee service management" since you’re consolidating services and resources for the employees in your organization.

    The question for many IT leaders is how to communicate the value of these processes and tools to overcome the ingrained communication styles of other departments. Join our panel to score some quick wins and easy conversations in your organization, including:

    - Cross-departmental workflows that produce tangible results
    - Using a knowledge base and FAQ to provide versatile resources to employees
    - Eliminating shared email inboxes by documenting tickets for all departments
  • Driving Consistency and Reducing Downtime with ITIL Change Management Recorded: Jun 10 2020 31 mins
    Tim Lawes, solutions engineering manager, SolarWinds ITSM
    IT change management, done well, can help IT maintain business continuity. Done poorly, it can be layered and complex, leading to downtime and widespread disruption. Classifying types of changes, building change records from scratch, and constantly chasing approvals are common bottlenecks in change management processes—all hurdles that ITIL 4 attempts to address.

    Join Tim Lawes, solutions engineering manager with SolarWinds ITSM, to learn some practical tips for identifying types of changes, templatizing change requests and record creation, and automating change workflows proactively.

    What you’ll learn:
    -How to avoid disruptions caused by poorly planned or inconsistent change processes
    -Cutting out manual steps of workflows and approval processes
    -Collecting necessary data to evaluate risk quickly
    -Connecting key stakeholders, including CAB members, to pertinent information with every change record
  • Increase IT Visibility With CMDB Data Mapping in Your Service Desk Recorded: May 27 2020 31 mins
    Jason Yeary, Solutions Engineer, SolarWinds ITSM
    Complex, evolving IT infrastructure makes it more challenging to deliver IT services. IT departments need a way to understand the relationships within the technology environment, especially in ITSM. This improves their ability to resolve incidents, troubleshoot problems, and execute changes.

    In this webcast, we’ll cover some easy ways to build a CMDB, map dependencies, and use that data to improve incident, problem, and change management practices. Join Jason Yeary, solutions engineer with SolarWinds ITSM, as he covers:

    - What an effective CMDB includes and how to build it
    - How to apply CI records and relationships to service delivery
    - The value of visually mapping technology dependencies
  • Unifying ITSM Solutions to Employee Expectations Recorded: May 14 2020 50 mins
    Sarah Nielsen, implementation manager, SolarWinds ITSM
    Picture this, the IT support pro sitting at a desk, answering phone calls from tech-impaired end users. It feels like a different generation, right? The service desk has evolved greatly over the past decade, and even the past month... and so have those “helpless” employees. Powerful service management platforms, ITIL best practices, and smart technology like AI and automation, have given IT departments the ability to deliver a different experience—and the employees expect it.

    Join Sarah Nielsen, onboarding manager for SolarWinds ITSM, as she discusses the ways the service desk can (and must) elevate the experience it delivers to employees, including:

    ● How to provide versatile engagement methods like mobile and live chat
    ● Offering self-service, and leading employees to it
    ● Leveraging data and technology on the backend to make services more proactive
  • Are Too Many SLAs Killing Your Service Desk? Recorded: Apr 22 2020 32 mins
    Melody Scheidler, Senior Solutions Engineer, SolarWinds ITSM
    Service level management can be a valuable component of your service desk, but too often, overly-complex or granular SLAs become unmanageable. This can lead to ignored breaches, unhappy customers, and flimsy performance reporting.

    Join Melody Scheidler, Senior Solutions Engineer with SolarWinds ITSM, as she outlines best practices for building effective SLAs, including:


    - How to audit your current SLAs for common mistakes
    - Starting with simple rules that are easy to track
    - Automating thoughtful actions around breaches and potential breaches
    - How to interpret reporting on SLAs
  • Panel: How Service Desk Pros Can Support Our New 'Work From Home' Reality Recorded: Apr 8 2020 49 mins
    Azunna Anyanwu, Jason Thompson, Chris Sanchez
    As the COVID-19 virus rearranged business operations throughout the world, many IT departments accepted the challenge to keep the workforce productive outside of the office. The service desk, in many cases, is on the front lines as employees need access to software, applications, network connections, and equipment at home.

    How are IT departments, and specifically service desk administrators, responding to daily challenges? Join our panel discussion, featuring three IT leaders finding success in “work from home” environments.

    Azunna Anyanwu, IT Director, Aronson LLC
    Jason Thompson, Desktop Support Manager, Town of Gilbert, Arizona
    Chris Sanchez, Senior Manager of End User Support, Zoro
  • 6 Soft Skills IT Help Desk Pros Need for Success Recorded: Mar 25 2020 34 mins
    Matt Cox, Senior Director of Technical Services, SolarWinds ITSM
    Too often, we focus only on the technology and certifications of service desk team members. However, IT is responsible for customer service for all of the employees within your organizations. Ranging from face-to-face, to phone calls, to chat messages, help desk pros are interacting with potentially frustrated employees experiencing disruptions to their workday. While hiring managers should look for a well-rounded technical skill set, help desk pros should strive to develop the extra skills beyond the technical requirements.

    Join Matt Cox, senior director of technical services at SolarWinds ITSM, as he discusses the soft skills he looks for in building a tech support team, including:

    - How to identify these skills in candidates of diverse backgrounds
    - How IT employees can develop the necessary soft skills to advance
    - Why the IT service desk requires more than just technical competence
  • Improve Employee Engagement Using Live Chat and Mobile for ITSM Recorded: Mar 11 2020 31 mins
    Jason Yeary, Solutions Engineer, SolarWinds ITSM
    It’s no secret that today’s employees rely on mobile devices to do their jobs. In fact, 87% of companies* ask employees to perform tasks for work from their personal smartphones. Isn’t it time for IT to support employees through those same mobile devices? Today’s employees are conditioned by consumer products to seek self-service, mobile support, and live chat.

    Join Jason Yeary, ITIL® 4 certified solutions engineer at SolarWinds ITSM, as he demonstrates the ways ITSM can meet today’s employees where they work, including:

    - The SolarWinds Service Desk requester mobile app
    - Visibility into tickets from any device
    - Live chat with agents
  • 4 Tips For Solving ITSM Challenges in 2020 Recorded: Feb 26 2020 33 mins
    Liz Beavers, Senior Solutions Engineer, and Sarah Nielsen, Implementation Manager, SolarWinds ITSM
    For ITSM professionals, it’s easy to get stuck in the day-to-day. There are incidents to resolve, fires to put out, and technology issues that might grind productivity to a halt. Sometimes it’s important to step back to look at the foundation in place to make service delivery easier and more effective overall.

    Join Liz Beavers, ITIL® 4 certified solutions engineer, and Sarah Nielsen, implementation manager for SolarWinds ITSM, as they discuss key factors in evaluating your service management strategy. This interactive presentation will cover:

    - How to set goals for service delivery
    - Implementation and configuration necessities
    - Putting user data, asset data, and ticket data to work in your service desk
    - Automating service delivery where it makes sense
  • ITIL Incident Management Best Practices in SolarWinds Service Desk Recorded: Feb 5 2020 34 mins
    Melody Scheidler, Senior Solutions Engineer, SolarWinds ITSM
    Employees have pop-up technology needs, and they depend on IT for help. The way IT responds is the way they practice incident management—a primary responsibility for any IT department. Given the amount of time most teams spend on incidents, it’s a valuable ITIL practice to master.

    Join Melody Scheidler, ITIL® 4 certified Senior Solutions Engineer at SolarWinds ITSM, to learn tangible ways to manage and resolve incidents more efficiently, including:

    - Configuring incident categories and subcategories to drive automation
    - Differentiating between incidents and service requests
    - Creating service level agreements (SLAs) to drive accountability
    - Leveraging an AI-powered knowledge base to promote self-service
  • Supporting Hybrid IT With ITSM Recorded: Jan 22 2020 34 mins
    Udi Gotlieb, VP of Product Marketing, SolarWinds ITSM
    According to IBM, 98% of companies plan to use hybrid cloud computing by 2021*. Hybrid IT is already a reality in most organizations. So, what does it mean?

    The typical IT shop includes a combination of tools and applications that reside on-premise, in the public cloud, and in the private cloud. The environment might look different month-to-month as certain technologies transition to the cloud. Hybrid IT creates enormous business potential but also brings a dynamic set of challenges—particularly in service delivery.

    Join Udi Gotlieb, VP of Product Marketing at SolarWinds, to learn how IT service management (ITSM) can support the ever-changing hybrid IT environment and the challenges it brings, including:

    -Managing and consolidating workflows between systems
    -Maximizing service delivery from complex technology infrastructure
    -Where and how to integrate ITSM and IT Operations

    *IBM report, “Assembling your cloud orchestra,” October 2019


    Who Should Attend:

    -CIOs
    -IT Leaders
    -Service Desk Managers
    -Network and Systems Administrators
  • Using ITIL Best Practices in SolarWinds Service Desk Recorded: Jan 8 2020 34 mins
    Sean Sebring, Solutions Engineer, SolarWinds ITSM
    Building a service delivery strategy around ITIL® best practices is a great start, but your ITSM tool needs to support that strategy. Even a certified ITIL Master is beholden to the capability of the solution in place.

    Join Sean Sebring, ITIL 4 Managing Professional and Solutions Engineer at SolarWinds, as he demonstrates ITIL best practices in SolarWinds® Service Desk. This is not a certification course; rather a practical application of ITIL concepts in a cloud-based ITSM solution, including:

    -Maximizing avenues for self-service and case deflection
    -Differentiating incidents from service requests
    -The relationship between incident, problem, change, and release practices
    -Creating and managing service level agreements (SLAs)
    -How a CMDB connects practices and builds historical data

    Who Should Attend:

    -CIOs
    -IT Leaders
    -Service Desk Technicians
  • How to Improve Service Delivery with SolarWinds Service Desk Recorded: Dec 18 2019 34 mins
    Nate Riley, Strategic Account Executive, SolarWinds ITSM
    SolarWinds Service Desk is a cloud-based, multi-tenant solution for both IT service management (ITSM) and IT asset management (ITAM). Complete with ITIL functionality for incident, problem, change, and release management, Service Desk pairs a customizable service portal experience with a powerful backend for service delivery.

    In this demo, you’ll see how SolarWinds Service Desk makes it easy to:

    - Streamline incident, problem, change, and release practices
    - Simplify resolution of employee requests using AI and automation
    - Speed service delivery with time-saving workflows and ticket routing rules
    - Adopt ITIL best practices with robust technology asset data and asset management capabilities
    - Enable employees with a self-service portal and service catalog of request forms
  • Successful ITIL Change Management with SolarWinds Service Desk Recorded: Dec 4 2019 33 mins
    Jason Yeary, Solutions Engineer, SolarWinds ITSM
    ITIL change management is designed to be simple and streamlined, and when it’s done right, it is both. However, it’s often the most intimidating service desk implementation for a number of reasons. Every IT organization needs a change management strategy to identify risks and minimize disruptions, and the importance of ITIL change management is only increasing as organizations become more reliant on technology.

    Join Jason Yeary, Solutions Engineer, ITSM at SolarWinds, as he discusses how the ultimate goal of IT change management is to limit the number and severity of change-related impacts on services, and also demonstrates successful change management execution through SolarWinds® Service Desk.

    - Change management process fundamentals
    - How to connect change management to other ITIL practices in your service desk
    - Using a CMDB to build complete data and risk assessment around changes
    - Avoiding change collision by leveraging calendar integrations
  • Integrating Your IT Tools With SolarWinds Service Desk Recorded: Nov 19 2019 31 mins
    Liz Beavers, Senior Solutions Engineer, SolarWinds ITSM
    Modern ITSM strategy includes far more than isolated break/fix tickets. In order to expand the capabilities of your service desk, it needs to integrate with the toolset IT is actively using. Join Liz Beavers, Senior Solutions Engineer with SolarWinds ITSM, as she demonstrates the integration capabilities within SolarWinds® Service Desk, including:

    - Integrating with identity management, user provisioning, and SSO
    - Creating application integrations with external tools within service catalog workflows
    - Aligning remote support sessions with incident records (with Dameware Remote Everywhere)
    - Bringing IT Operations into the Service Desk (SolarWinds Orion® integration spotlight)
  • 7 Steps to Automating IT Service in 2020 Recorded: Nov 6 2019 62 mins
    Matt Cox, Senior Director, Sales Engineering, SolarWinds ITSM
    In a recent survey, 63% of IT pros* said automation will be among the most critical features to enhance the employee experience in 2020.

    The service desk is one of the easiest and most powerful areas of IT to automate, and it has a direct impact on the employee experience. But there are some prerequisites to building service automation.

    In this presentation, we’ll provide a full checklist to setup service desk automation, including:

    - Goals for automating incident management and service workflows

    - How to build categories, subcategories, and other key points of data collection

    - How to ensure accurate data to power effective automations

    - How to create an employee-facing portal that allows your team to leverage automation

    *ITSM Survey on THWACK.com of global SolarWinds customer base in September 2019; 215 total responses.
  • Creating Positive Employee Engagement With the Service Desk Recorded: Oct 23 2019 33 mins
    Tim Lawes, Sales Engineering Manager, SolarWinds
    In a recent SolarWinds survey, over 85% of IT pros said that IT will be “mission critical” or “very important” in driving the employee experience in their organizations.

    As the workforce’s reliance on technology increases, IT is becoming increasingly connected to employees. The best way to start improving employee engagement is through the most prominent employee-facing function of IT: the service desk.

    That means the service desk needs to meet employees in convenient places for them, provide them with intuitive solutions and resources, and offer self-service.

    In this presentation, you’ll learn:
    - How to define IT’s role in employee engagement
    - How to model service design to meet employee expectations
    - The power of chat and mobile for convenient service delivery

    Who Should Attend:
    - IT Leaders
    - Service Desk Technicians
    - IT Asset Managers
  • How to Improve Service Delivery with SolarWinds Service Desk Recorded: Sep 18 2019 34 mins
    Nate Riley, Strategic Account Executive, SolarWinds ITSM
    SolarWinds Service Desk is a cloud-based, multi-tenant solution for both IT service management (ITSM) and IT asset management (ITAM). Complete with ITIL functionality for incident, problem, change, and release management, Service Desk pairs a customizable service portal experience with a powerful backend for service delivery.

    In this demo, you’ll see how SolarWinds Service Desk makes it easy to:

    - Streamline incident, problem, change, and release practices

    - Simplify resolution of employee requests using AI and automation

    - Speed service delivery with time-saving workflows and ticket routing rules

    - Adopt ITIL best practices with robust technology asset data and asset management capabilities

    - Enable employees with a self-service portal and service catalog of request forms
  • Using Complete ITAM Data to Improve Your ITSM Recorded: Aug 22 2019 30 mins
    Jason Yeary
    IT asset management (ITAM) and IT service management (ITSM) are the perfect partners in crime (so to speak). An organization’s success within each discipline can impact the employee’s experience. In fact, these two areas of IT should live together, fully integrated and compliment each other.

    The service desk is the epicenter for employees’ relationships with business technology, and IT asset management holds the data for the technology they use. That means a clear view of asset data and histories can help deliver better incident management and request fulfillment. It can drive successful change, problem, and release management. It can drive automated actions that connect employees to the resources they need, and help manage the risks that you don’t need.

    In this presentation, you’ll learn:
    - How to build a self-sustaining IT asset management strategy as a main pillar to growing your ITSM strategy
    - How to improve your existing incident management process by automatically linking tickets with the underlying assets related to them through asset discovery
    - How to analyze the impact of technology changes, and improve tracking and resolutions of employee impacting issues
For IT pros who see the whole picture.
SolarWinds® Service Desk helps organizations simplify daily IT tasks, better connect with employees, and drive business productivity throughout the organization with an integrated IT asset management and service management platform.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: 5 Metrics for Better Service Management Visibility
  • Live at: Aug 25 2016 4:00 pm
  • Presented by: Oz Merchant, Director of Customer Success, Samanage and Cord Silverstein, Director of Content, Samanage
  • From:
Your email has been sent.
or close