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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
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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

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  • 5 Metrics for Better Service Management Visibility Recorded: Aug 25 2016 46 mins
    Oz Merchant, Director of Customer Success, Samanage and Cord Silverstein, Director of Content, Samanage
    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.
  • The Service Catalog: Driving IT Success and Beyond Recorded: Jun 28 2016 35 mins
    Jason Yeary, Senior Implementation Specialist, Samanage
    Why is the service catalog still so mysterious to IT organizations big and small? It’s built into IT service management solutions, but is one of the features that regularly goes underutilized. Not only are the use cases for IT mind-blowing, but the perks that come with it can change processes for the better and drive success across an organization. Once IT recognizes the value of the service catalog, the opportunities are endless across the enterprise.
  • 10 Secrets for Taming the ITSM Beast Recorded: Aug 28 2014 57 mins
    Randy Michael, President, Knowledge ToolWorks
    You know you need to move toward service management, but how do you get there? For small and midsize organizations, implementing ITSM can feel like trying to swallow an elephant. In this webinar, Randy Michael, president of Knowledge ToolWorks, will discuss how to make ITSM work for you rather than chewing you up, including:

    •Key process and technology considerations for transforming into a high performing, service-driven organization

    •How to answer “Are you ready?” - Benefits and pitfalls of adopting an ITSM framework

    •The people equation - how to get everyone on board

    Registrants will receive an ITIL Process Framework poster that details out the individual process workflows within ITIL.

    Preview poster here: http://cdn2.hubspot.net/hub/41925/file-1452141925-png/Screen_Shot_2014-08-13_at_10.25.25_AM.png?t=1407941215366
Unlocking the True Potential of Service Management
Samanage is unlocking the true potential of service management by streamlining business service requests and delivery processes across any organization through their cloud-based service management platform.

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  • 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
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