Metrics that Matter: Focusing on key metrics for an efficient service desk

IT didn’t invent service management. Nor is IT the only corporate service provider that can benefit from service management or, for that matter, IT service management (ITSM). The reality is that other corporate service providers such as HR, facilities, and legal have similar operational and service management requirements to IT. For example in dealing with employee issues, requests for services and information, and changes. And, as such, these other business functions can also benefit from proven ITSM best practices and capabilities, such as ticketing, workflow and automation, knowledge management, and self-service – to improve efficiency and to deliver a better customer experience. This non-IT use of ITSM is now commonly called “enterprise service management” and, after over a decade of low-profile adoption, it has finally risen up the corporate improvement agenda to become one of the hottest ITSM and business improvement trends of 2015 and beyond.

Attend this webinar to:

- Understand the issues common across corporate service providers such as IT, HR, and facilities, and how enterprise service management can help.
- Appreciate what enterprise service management entails and how ITSM technology can be reimagined and leveraged to support other business functions.
- Receive practical tips on how to best start out, plan, deploy, and succeed with enterprise service management.