Hi [[ session.user.profile.firstName ]]

Hacking ITIL Knowledge Management

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world, it was discovered that this organization had more than 5,000 knowledge articles, but many of the articles were out of date, and the knowledge base was rarely used.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.
Recorded Dec 10 2020 46 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Jeff Rumburg, Managing Partner at MetricNet
Presentation preview: Hacking ITIL Knowledge Management

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • Are Your Service Desk Performance Targets on Target? Aug 19 2021 6:00 pm UTC 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Despite all the data that service desk managers have at their fingertips, many fail to establish realistic performance targets. In fact, fewer than 50% of service desks have assigned performance targets for their KPIs yet setting performance targets is crucial for managing and measuring service desk performance! Moreover, the most effective way to establish performance targets is through industry benchmarks.

    Using MetricNet’s proprietary Excel based Performance Targets Calculator and industry benchmarks for First Contact Resolution Rate, Cost per Contact/Ticket, Customer Satisfaction and Service Levels, Jeff Rumburg will illustrate how all service desk managers can easily establish realistic performance targets for the service desk!

    Additionally, Jeff will share a case study from one organization on how performance targets transformed both the culture and performance of their service desk.
  • Are Your Contact Center Performance Targets on Target? Jul 29 2021 6:00 pm UTC 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Despite all the data that contact center managers have at their fingertips, many fail to establish realistic performance targets. In fact, fewer than 50% of contact centers have assigned performance targets for their KPIs yet setting performance targets is crucial for managing and measuring contact center performance! Moreover, the most effective way to establish performance targets is through industry benchmarks.

    Using MetricNet’s proprietary Excel based Performance Targets Calculator and industry benchmarks for First Contact Resolution Rate, Cost per Contact/Ticket, Customer Satisfaction and Service Levels, Jeff Rumburg will illustrate how all contact center managers can easily establish realistic performance targets for the contact center!

    Additionally, Jeff will share a case study from one of the largest retail banks in the world on how performance targets transformed both the culture and performance of their contact center.
  • Enterprise Service Management (ESM) is Here to Stay Jun 17 2021 6:00 pm UTC 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Within the last month alone, I have consulted with corporate contact centers that support human resources, collections, customer service, and vendor support. In every case I have been struck by…how primitive they are! This is not meant as an insult. It is simply an empirical observation and reminds me of the early days of the IT service and support industry. Workforce scheduling, if conducted at all, is a labor-intensive process that is done on spreadsheets. Reporting is ad-hoc, and provides no real insight into performance, let alone the actions that might bring about continual service improvement. Process documentation is very limited, at best. And agent morale is generally poor.

    Sound familiar? The good news is that you’re not alone. The better news is that there’s likely to be a well-worn path, blazed by corporate IT, that can dramatically improve performance for non-IT services, and enable them to achieve a level of maturity in weeks or months that took IT 31 years of incremental, trial-and-error effort to achieve. Does ESM sound too good to be true? Well, it’s not. And there’s plenty of evidence, and numerous ESM case studies to back this assertion.

    Key questions to be addressed in this webcast include:

    -What is an ESM, and how does it differ from a traditional ITSM?
    -Does IT typically take the lead on enterprise services?
    -Which corporate functions are most easily integrated into enterprise service management?
    -How long does it take to mature ESM?
    -What KPIs should be used for ESM?
    -Can we have all the same channels for enterprise support that we use for IT support?
    -Who should be in charge of ESM?
    -Is it true that some companies have an Enterprise Service Officer or Chief Service Officer? Does that person work in IT?
  • The Economic Impact of IT Service and Support - Building Your Profit Center Recorded: May 20 2021 49 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. The result is that many IT service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.

    In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits of the support they deliver.

    In this webcast, Jeff Rumburg will share a case study example that illustrates how one organization leveraged MetricNet’s ROI calculations and methodology to propel themselves from a cost center to a value-centric Center of Excellence within the Enterprise!
  • Rightsizing the Contact Center – Customer Care Staffing Ratios Recorded: Apr 22 2021 44 mins
    Jeff Rumburg, Managing Partner at MetricNet
    One of the most common questions I hear from contact center managers is “How many agents do I need to support our customers?” It’s a great question, but one that is rarely answered adequately. The result is that many contact centers are not staffed properly because they do not follow any sort of proven methodology when making headcount decisions. Instead, they rely on “gut feel” or “instinct” when it comes to contact center staffing.

    In this webcast, MetricNet defines a methodology for determining the appropriate headcount for the contact center. Using MetricNet’s headcount methodology, your customer care functions can be assured that they will be staffed to meet the needs and expectations of their customers, while simultaneously delivering services in an efficient, fiscally responsible manner.
  • Rightsizing IT Service and Support – Staffing Ratios Recorded: Apr 1 2021 57 mins
    Jeff Rumburg, Managing Partner at MetricNet
    One of the most common questions I hear from IT support managers is “How many analysts or technicians do I need to support our end users?” It’s a great question, but one that is rarely answered adequately. The result is that many IT Service and Support teams are not staffed properly because they do not follow any sort of proven methodology when making headcount decisions. Instead, they rely on “gut feel” or “instinct” when it comes to IT Service and Support staffing.

    In this webcast, MetricNet defines a methodology for determining the appropriate headcount for the service desk and desktop support. Using MetricNet’s headcount methodology, your IT Service and Support functions can be assured that they will be staffed to meet the needs and expectations of their customers, while simultaneously delivering services in an efficient, fiscally responsible manner.
  • ITSM Academy Webcast: Metrics That Matter – The Metrics Of Shift Left Recorded: Feb 25 2021 59 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Organizations that haven’t spent a great deal of time shifting left—that is, moving tickets from desktop support to Level 1 service desk, or from Level 1 service desk to Level 0 self-help—are missing out on a significant cost-reduction strategy.

    Recent MetricNet benchmarks show that 18% of all tickets resolved by desktop support could have been, and should have been, resolved by the Level 1 service desk. These unnecessary escalations result in hidden support costs that often go unnoticed because they are rarely tracked. Moreover, shadow IT – where employees bypass the service desk and send issues directly to technicians or managers – left unchecked can cause costs to skyrocket.

    In this webcast, we will share case study examples and key success metrics from support organizations that identified opportunities to reduce or eliminate 1) unnecessary escalations through cross-training and knowledge maturation, 2) workload drivers through self-service or automation and 3) ticket volume through ITIL Process Maturation – specifically Incident and Problem Management.
  • The Current State of AI in Service and Support Recorded: Feb 18 2021 53 mins
    Jeff Rumburg, Managing Partner at MetricNet
    The current state of AI in service and support is underwhelming. Promises of bot-powered agentless support, problems that automatically correct themselves, and preemptive problem resolution—the holy grail of service and support—have gone largely unfulfilled.

    But there are bright spots on the landscape. I have seen more than 100 demonstrations of AI tools in the past few years. Only recently have these demos convinced me that we are at an inflection point with AI. There are now credible demonstrations of AI that not only exceed the capability of human experts, but are getting smarter over time. They exhibit true machine learning.

    In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will provide a recap of where we are, and what's still on the horizon.
  • Hacking ITIL Knowledge Management Recorded: Dec 10 2020 46 mins
    Jeff Rumburg, Managing Partner at MetricNet
    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.
  • Hacking ITIL Problem Management Recorded: Nov 12 2020 40 mins
    Jeff Rumburg, Managing Partner at MetricNet
    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 insurance companies in the world, it was discovered that end users in this company were logging an average of 2 service desk incidents per month. That’s about double the industry average, which was concerning not only because the average cost of a ticket at level 1 was about $25, but also because every ticket represents productive time that’s lost by the user. And that’s usually the bigger cost – that is, the lost user productivity – rather than the direct cost of support.

    In this webcast, Jeff Rumburg will reveal how this this organization reached their goal of 50% reduction in total incidents – not in a year – but in less than six months! Attendees 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 problem management.
  • AI in IT service and support: Meaningful Metrics Recorded: Nov 5 2020 64 mins
    Jeff Rumburg, Managing Partner at MetricNet; David Wright, Chief Value and Innovation Officer at SDI
    What is true AI in Service and Support and how do we measure its effectiveness?

    To determine if AI is truly AI, we must start with another question - Without human intervention, will the tool reduce ticket volumes, resolve problems more quickly, decrease total cost of ownership (TCO), and improve the customer experience? If it checks all these boxes – and gets smarter over time – then it’s true AI, powered by machine learning!

    Understanding this gives us good insight into the most meaningful metrics of AI because we can measure ticket volumes, resolution times, Total Cost of Ownership, and the customer experience. An effective AI tool will move the needle on all these metrics – without human intervention.

    Join David Wright and Jeff Rumburg as they discuss the most meaningful metrics of AI in IT Service and Support!
  • Metrics Roundup – Industry Benchmarks for IT Service and Support Recorded: Oct 20 2020 49 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2020 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
  • Metrics that Matter – The Emerging Metrics of Channel Mix Recorded: Sep 24 2020 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Channel mix is the percentage of incoming tickets that arrive at the service desk through various channels. The most common channels include walk-up, voice, email, web, chat, and self-help. Channel mix at level 1 is rapidly evolving and is considered one of the industry’s megatrends. In 2007 voice calls represented almost 80% of all ticket volume. Today, voice accounts for just over 50% of incoming ticket volume.

    There are, however, better end states for channel mix, and less optimal end states for channel mix. In this webcast, Jeff Rumburg will share the key drivers of channel mix, strategies to optimize channel mix, and guiding principles from organizations that come closest to truly optimizing their incoming channel mix.
  • Metrics that Matter – The Metrics of Shift Left Recorded: Aug 25 2020 49 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Organizations that haven't spent a great deal of time shifting left—that is, moving tickets from desktop support to Level 1 service desk, or from Level 1 service desk to Level 0 self-help—are missing out on a significant cost-reduction strategy.

    Recent MetricNet benchmarks show that 18% of all tickets resolved by desktop support could have been, and should have been, resolved by the Level 1 service desk. These unnecessary escalations result in hidden support costs that often go unnoticed because they are rarely tracked. Moreover, shadow IT – where employees bypass the service desk and send issues directly to technicians or managers – left unchecked can cause costs to skyrocket.

    In this webcast, we will share case study examples and key success metrics from support organizations that identified opportunities to reduce or eliminate 1) unnecessary escalations through cross-training and knowledge maturation, 2) workload drivers through self-service or automation and 3) ticket volume through ITIL Process Maturation - specifically Incident and Problem Management.
  • Metrics that Matter: Balanced Scorecard Recorded: Jul 30 2020 42 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Despite all the data that support managers have at their fingertips, most cannot answer a very basic question: How is my support organization performing? MetricNet’s research shows that establishing a single, overall performance metric for your support organization is critical. We call this metric the balanced score because it truly does communicate a balanced picture of performance.

    The balanced scorecard is a mechanism that aggregates the most important metrics—all those we have covered in our Metrics that Matter series—into a single, all-inclusive measure of performance. The value of this metric, when tracked over time, is that lets you determine whether overall performance is improving or getting worse. Moreover, it provides a useful benchmark for comparing your performance against other support organizations.

    Learn how to construct a balanced scorecard in this new MetricNet webcast! Additionally, all attendees will receive a complimentary scorecard template from MetricNet.
  • Metrics that Matter: Agent Job Satisfaction Recorded: Jun 23 2020 32 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Agent Job Satisfaction is a bellwether metric that impacts many other metrics in service and support. It is positively correlated with customer satisfaction and negatively associated with absenteeism and turnover, meaning that absenteeism and turnover go down as agent job satisfaction goes up. It turns out that the adage “happy agent equals happy customer” is not just a cliché; it can be demonstrated empirically!

    As a 30-year veteran of this industry, I have seen support organizations struggle more often than not with poor morale and low job satisfaction. The good news is that both of these factors are controllable. By managing agent job satisfaction, you are simultaneously driving higher levels of agent engagement. Some of the primary levers you have for driving job satisfaction, and hence agent engagement, include training, coaching, and career pathing. Additionally, psychometric testing and agent scorecards are two underutilized tools that can have a significant positive impact on agent engagement in the workplace. Finally, compensation levels that are well above the market minimum not only produce higher levels of job satisfaction, but they also create economic benefits for the contact center that far outweigh the cost of higher salaries.

    Learn how to capture and calculate agent job satisfaction in this new MetricNet webcast! Additionally, Jeff Rumburg will reveal the primary levers support organizations have for driving job satisfaction, demonstrate the strong correlation job satisfaction has with other key metrics, and share benchmarking ranges for a representative cross-section of North American support organizations.
  • Ask the Expert! Live Metrics Q&A! Recorded: Jun 16 2020 60 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Everyone has questions about metrics, but they don’t always know where to go to get answers. Enter Jeff Rumburg, our metrics master! If you’ve ever wondered about averages and ranges for some of the industry’s top KPIs or looked for better ways to diagnose performance gaps, this is the webcast for you. We’ll focus on a range of concepts, including the link between metrics and business outcomes, metrics and continuous improvement, the cause-and-effect relationship between KPIs, metrics, and accountability, and metrics as a diagnostic tool for continuous improvement. Fast-paced and packed with valuable insight, this webcast will help you better leverage your metrics to drive strategic value for the business.
  • Metrics that Matter: Customer Satisfaction Recorded: May 28 2020 24 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant tension, and every service organization grapples with how to strike an appropriate balance between the two. With no restraints on spending, it is relatively easy for a support organization to “spend its way” to high customer satisfaction. Conversely, if customer satisfaction is not an issue, a support organization can reduce its costs almost indefinitely.

    Every support organization should be tracking customer satisfaction on an ongoing basis because it is a measure of how effectively a support organization conducts its business. Moreover, every support manager should be regularly asking: If customer satisfaction is one of the "foundation metrics", how can we affect it? How can we improve it? Put another way, if customer satisfaction is suffering, what is the diagnosis?

    Learn how to capture and calculate customer satisfaction in this new MetricNet webcast! Additionally, Jeff Rumburg will discuss the tradeoff between cost and quality, and share the key drivers of customer satisfaction along with benchmarking ranges for a representative cross-section of North American support organizations.
  • ATTENTION - THIS WEBCAST HAS MOVED Recorded: May 28 2020 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Due to a BrightTALK technical issue, this webcast has been moved to a new link. Please copy and paste this into your browser, or click the link in the attachments section: https://www.brighttalk.com/webcast/12683/414845?utm_source=MetricNet
  • Using Shift-Left to Drive Service Desk Efficiency Recorded: May 18 2020 10 mins
    Jeff Rumburg, Managing Partner at MetricNet
    SDI's David Wright continues his Q&A series with Metricnet's Jeff Rumburg. Today they discuss the power of shift-left, how to drive cost efficiencies for the service desk, lowering total cost of ownership (TCO).
Global Leader in IT Service and Support Benchmarking
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.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Hacking ITIL Knowledge Management
  • Live at: Dec 10 2020 7:00 pm
  • Presented by: Jeff Rumburg, Managing Partner at MetricNet
  • From:
Your email has been sent.
or close