Hacking ITIL Knowledge Management

Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

Instead of doggedly pursuing training, certification, and maturation…. and then waiting years to see any kind of benefit from all that effort, many organizations have decided instead to hack ITIL. An ITIL hack is simply a shortcut that allows you to achieve the benefits of a mature ITIL practice without having to go through months or even years of effort. In a benchmark that MetricNet performed for one of the largest tech companies in the world, it was discovered that this organization had more than 5,000 knowledge articles, but many of the articles were out of date, and the knowledge base was rarely used. Within a year, the service desk at this tech company had updated almost 300 knowledge articles that accounted for more than two thirds of all tickets. Attendees of this webcast will learn the four simple, but very effective steps this organization took to realize all the benefits of ITIL, without going through the pain of maturing the formal ITIL practice of knowledge management. Additionally, attendees will learn the key success factors this organization used to measure their progress.

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MetricNet is the global leader in IT Service and Support and Contact Center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.