When IT & ITIL Meet: Driving Value From a Focus on Outcomes

This webcast is part of our ongoing series “When ITIL & IT Teams Meet,” where we share our real-world experience of successful ITSM programs grounded in the reality of what really happens out there. SLAs missed... Number of tickets closed... Average time spent per ticket... Meeting all your metrics and still fighting for budget and resources? Trying to get ahead but always feeling like you’re falling behind? If all you’re measuring are metrics like the ones above, that might be why. It’s common, especially in IT, for goals, objectives, metrics, plans, successes, and failures to center on the output of your people. In other words, measured on the things you do and not the value you truly deliver. While the output of your team is still critically important to measure, it’s still only half of the real story. Join us in this webcast, to hear from one of our Solutions Architect and expert in this field, Sean Sebring, ITIL 4 MP, as we continue our dive into what really happens when ITIL and IT teams meet. Sean will be joined by RJ Gazarek, Principal Product Marketing Manager, and expert on systems thinking. We’ll talk about: - The difference between outputs and outcomes - How to uncover the right outcome-driven goals - The role of value delivered in goal setting - How to keep things simple