Name: The Right Metrics for Your Service Desk
Start: 2015-05-20T16:00:00Z
End: 2015-05-20T17:01:08.000Z
Location: BrightTALK
Rating: 4.3

Watch dynamic discussions and learn from industry experts about IT service management (ITSM) and help desk hot topics, ITIL best practices, and SysAid’s features, including a powerful ticket management tool, IT asset management, self-service, BI analytics, mobile device management, chat, password reset, mobile apps, industry benchmarking, and more.

SysAid Technologies Ltd. is a leading provider of customer-driven IT Service Management (ITSM) solutions. Available as a cloud-based or on-premise solution, SysAid provides affordable, innovative, and intuitive ITSM software aligned with industry best practices. SysAid serves over 10,000 customers across 140 countries, from SMBs to Fortune 500 corporations.

The 2022 State of Service Management Webinar is on.
+1200 professionals shared their thoughts with us. They spared nothing.
Watch the webinar and get practical tips to inform your strategy and stay ahead of the ever-evolving IT field.
Based on firsthand feedback from IT peers, you will learn about:
* Latest stats and technology trends
* Key takeaways to drive business value with service automation
* Top IT goals and challenges for 2022

2022 State of Service Management

Daniel Mullins is the Senior Director Information Technology at EaglePicher Technologies, which is a leading producer of batteries and energetic devices, serving the mission-critical aerospace, defense, aviation, and medical battery markets. 

With 20+ years of experience in ITSM, and having a passion for being a catalyst for change throughout organizations, Daniel proudly increases the value of organizations by driving operational efficiencies, improving customer service levels, and maintaining IT initiatives to support successful business goals. 

In this session, Daniel will present an EaglePicher case study that will resonate with all IT professionals in every industry. Through real-world examples, you’ll learn the ‘whys’ and ‘hows’ of automating processes such as HR onboarding and offboarding. He’ll take you through the steps – starting simple, and implementing piece by piece. You’ll learn about the power of Automate Joe, and also how to think out-of-the-box to connect all the applications you have under one roof. Not to be missed!

Case Study: Automating Staff Onboarding & Offboarding

Uday Madasu is the CIO at the Jewish Board of Family and Children's Services, which is NYC’s largest health and human services agency. He has been working in healthcare for almost 20 years and has hands-on experience implementing and managing healthcare information systems, as well as other clinical and business applications.

Since COVID-19, agency staff has been working remotely to deliver critical services to vulnerable communities affected by the pandemic. The only way they could do this is with proper training and support for virtual services, as well as having an infrastructure to enable these virtual services.

Learn and get inspiration from Uday while he tells his story of creating a hybrid workplace that empowers and motivates staff to do their best work – to communicate, collaborate, and take care of their clients. He’ll present ideas for you to consider, regarding technology solutions that deepen engagement, spur productivity, and create efficiency.

Reimagining the Virtual Workplace

Olufemi Onabowale is the Associate Director of Global ITSM at IHS Towers. With more than a decade of experience as an IT leader, he is guided by the principles of information security and customer experience, in ensuring business value delivery through the effective management of IT services.

Learn how IT can establish what Olufemi calls “the C-P-R fundamental pillars” of success, which are Competency, Professionalism, and Responsiveness. The focus is on the employees (users) as they are the most important organizational asset. 

Join this session to better grasp an understanding of how empowered users and an enabling environment stimulates positivity that translates to value co-creation when delivering IT services.

Giving CPR Can Save Your IT & Business Health

Akshay Anand, Product Ambassador for ITIL, has previously worked for systems integrators, tool vendor partners, and corporate ITSM departments in the US and the UK. The work ranged from ITSM advisory, management consulting, and implementing ITSM tools at companies working on the national or multinational stage. 

Drawing on (often painful) experiences, Akshay will share some “do” and “don’t” lessons that can help you invest in ITSM tool implementations (be that self-service, workflow automation, or customer experience) for sustainable, long-term success.

Lessons Learned from Two Decades of Tool Implementation

The role of IT continues to evolve and grow in importance as the digital workspace has emerged. IT organizations must continue to “keep the lights on,” but their mission has become even more critical. So how can IT departments adopt Service Automation to fulfill the promise of becoming a strategic partner in their organization?  

In this session, Hila Lamm, SysAid's Chief Growth Officer, will answer the question, “What is Service Automation and what role does it play in IT Service Management?” She will explain how Service Automation allows IT to work better, faster, and smarter as they scale and mature their ITSM to deliver outcomes across the organization. Hila will also explore the future of ITSM and IT’s critical role in the future of enterprise service management (ESM).

Is Service Automation the Future of ITSM?

The digital workspace has evolved from a concept to a reality for business, and IT is at the frontline of this change. IT departments are expected to deliver a consumer-like experience in service of employees who get to choose when and where they work. So how does SysAid empower IT to deliver outstanding service in light of the challenges of the digital workspace?

In this session, Oded Moshe, SysAid's VP of Product, will talk about how SysAid’s approach of Service Automation lets IT organizations do ITSM smartly. Oded will show off some of SysAid’s new capabilities and some best practices we’ve seen from our work with customers. In addition, Oded will share SysAid’s roadmap, including some exciting new initiatives we’re planning for the near future.

What Does It Mean to Be Employee-Centric in the Digital Workspace?

Now’s the time to fast-track self-service adoption, to support your stretched service desk and your remote workforce. See how easy it is to create amazing end-user experiences.

Creating amazing self-service experiences

Tips & tricks to support your remote workers – with remote control.

Jump-start your remote support

One thing that’s clear; COVID-19 will herald an automation boom. Take advantage of advanced automation to take your service desk to the next level.

The ‘New Normal’ Automation boom

Discover why all departments need a service management tool, and how you can help them succeed.

Extreme Makeover: The Service Center for non-IT departments (ESM)

In light of the COVID-19 global pandemic, the ability to quickly operationalize workflows on the fly has become more critical than ever. 

SysAid’s brand-new Workflow Designer powers a new and easy way to create, share, and optimize emergency response workflows and support business continuity.

The intuitive drag-and-drop UI gives you the agility to quickly build and modify workflows, helping you to boost productivity, save time, and drive real business impact.  All departments, and not just IT, can benefit as there is no coding experience or technical expertise required.

Taking Control of Digital Workflows in the Age of Coronavirus

IT departments are notoriously stretched to the limit, but now, when so many are working from home - it’s even tougher. With around 30% of the time being spent on manual and repetitive tasks, there must be a better way to enable IT to support more remote workers and balance the rising demands of their organizations

In this webinar, we’ll show you how you can get back 30% of your day by automating manual and repetitive processes, like offboarding employees, enabling access to folders, provisioning virtual machines, and so much more!

- What exactly is service orchestration (is it different from automation)?
- How does it make your teams’ lives easier
- How it will slash costs and boost productivity
- Live demo: see it in action

How Service Orchestration Gets You Back 30% of Your Day

Supercharging your service desk for 2020 and beyond!

In today’s digital age, service desk managers are being asked to do more with less, supporting ever-demanding end users, and trying to support their organization’s digital transformation.

What if you could supercharge your service desk with 10 superpowers?

2020 and Beyond - 10 Superpowers to Strengthen Your Service Desk

This Ain’t Your Daddy’s IT Shop!

Today's business customer expects more from IT than ever before. They want exceptional quality, and they want it faster. Sounds like 'do more with less'? NO! It's 'do more, by doing less!'

Never before has IT had such an array of advanced frameworks and methodologies that take advantage of an unprecedented cadre of automation tools. Basic pattern recognition has matured to automated service delivery. Quick fixes have moved up to service orchestration. IT is out of excuses. Join our webinar to learn more.

What you’ll get:
- Practical recommendations on how to scale up your service desk
- Advice on how to accelerate service delivery and drive agent productivity
- Pointers to identify opportunities of what manual processes to orchestrate
- Real-life success stories

Get Lean, Get Agile, Get Automated, or Get out of the Way!

ITSM and DevOps have come together, providing you with a seamless end-to-end experience.

The best of both worlds: Jira & SysAid

Have you ever had trouble executing a successful RFP?
We’re here to help you get organized and eliminate the daunting process.

As every successful baker knows, you need a detailed recipe in order to make that perfect cake. Well, guess what? The same goes for RFPs.

Recipe for Success - 7 Key Ingredients for a Successful RFP

Let us guide you on how to choose the right service desk and ITSM solution, taking into account the unique needs of educational institutions.

Panel Discussion Webinar with IT Experts: How to Select a Service Desk for Educa

When it comes to measuring the performance of a Service Desk, what are the right metrics to use and the right ways to measure? There is a lot of good advice on this topic already, but in this webinar, Rob England brings the IT Skeptic's critical approach to the question, and looks at:

* What are the right metrics
* How to achieve a balanced view
* Being careful in interpreting the results

Too many organizations settle for resolution times and call numbers to measure their Service Desk performance. Learn how these are not only not enough, but may not be the right metrics at all!

The Right Metrics for Your Service Desk

ITSM

Service

Desk

KPIs

metrics

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

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The Right Metrics for Your Service Desk

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