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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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    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.

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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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