Name: Hacking ITIL Knowledge Management
Start: 2020-12-10T19:00:00Z
End: 2020-12-10T19:00:45.000Z
Location: BrightTALK
Rating: 4.8

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.

Explore real-life case studies of successful AI adoption in IT service and support. This session will highlight various organizations' experiences, focusing on challenges faced, strategies employed, and the outcomes achieved.
o Attendees Will Learn:
1. Insights from real-world AI adoption case studies.
2. Strategies and challenges in implementing AI solutions.
3. Proven ROI, cost, quality, and cycle time benefits of AI.

AI Success Stories: Case Studies in IT Service and Support

In this new webcast, Jeff Rumburg will reveal the fundamental steps and key considerations for integrating AI in IT Service and Support. Additionally, he will provide a clear roadmap for successful AI implementation and adoption based on proven success factors. 
o Attendees Will Learn:
1. Getting started with AI in IT service and support.
2. Key considerations and best practices for AI integration.
3. The ROI of various AI technologies.

Getting Started with AI in IT Service & Support: An Expert Guide

Join us as we reveal 5 strategic approaches to rapidly improve your Contact Center's efficiency. These practical strategies are tailored for fast implementation and notable improvements, transforming your contact center operations in days or weeks, not months or years. 
o Attendees Will Learn:
1. Proven strategies for rapid efficiency gains in contact centers.
2. Tips for implementing quick-win approaches for immediate results.
3. Long-term strategies for maintaining and building upon initial improvements.

5 Contact Center Strategies to Deliver Quick Wins

Join us as we reveal 5 simple hacks to rapidly enhance your Service Desk's performance in 2024! These straightforward strategies are designed for quick implementation and significant impact, ensuring both immediate and lasting improvements. 
o Attendees Will Learn:
1. Fast and effective hacks to improve service desk cost, quality, and cycle time.
2. Strategies for quick wins and long-term service desk improvement in people, process, and technology.
3. Identifying, capturing and measuring the immediate improvement opportunities.

5 Service Desk Hacks: Boost Performance in Under a Month

Join Jeff Rumburg as he discusses the critical aspects of successful outsourcing in our 'Ask the Expert' session. We'll cover essential vendor management strategies and address the most common challenges when it comes to managing and measuring outsourcer performance. 
1. Attendees Will Learn:
• Outsource vs. Insource: Which strategy is right for you?
• How to identify and avoid common pitfalls in outsourcing.
• Driving optimal performance in your outsourcing relationship.

Ask the Expert: Success Factors in IT Support and Contact Center Outsourcing

Join us for an in-depth look at our Contact Center Benchmark and Performance Optimizer. This demo will focus on how to best utilize this Excel-based tool to improve the performance of your contact center. We'll explore benchmarking, optimization techniques, and demonstrate how these insights can be applied effectively. 
1. Attendees Will Learn:
• Techniques for leveraging data to improve contact center operations.
• How to effectively benchmark and optimize contact center performance.
• Practical tips for implementing actionable insights.

Elevate Your Contact Center: Dashboard and Performance Optimizer Demo

Join us for a comprehensive demonstration of our Service Desk Benchmark & Performance Optimizer. This webcast is designed to show how the dashboard can enhance the performance and efficiency of your service desk operations. Key features and functionalities will be highlighted, with a focus on practical application in real-world scenarios. 
Attendees Will Learn:
• How to use key features of the tool to improve cost, quality, and cycle time.
• Strategies for improving service desk performance using data-driven insights.
• Leveraging the Performance Optimizer to ensure measurable, continuous improvement.

Maximizing Efficiency in 2024: Service Desk On-Demand Benchmarking Demo

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 2023 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.

Benchmarking Roundup: Summary of 2023 IT Service and Support Benchmarks

Many Contact Center Center 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 webcast, Jeff Rumburg will share the results of MetricNet’s 2023 Global Benchmarking Initiative for Contact Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

Benchmarking Roundup: Summary of 2023 Contact Center Benchmarks

IT Support Outsourcing is at an inflection point, and there are no shortage of stumbling blocks to navigate. How do we clear these hurdles and journey towards successful IT Support Outsourcing relationships? It's time to dissect and address the issues that can make or break the outsourcing experience.

Previously, we highlighted the 11 common failure modes of IT outsourcing relationships, shedding light on complex challenges from vendors over-promising and under-delivering, to governance deficits, contract misalignments, and the confusing mesh of data and analysis. However, we've barely scratched the surface of these issues.

Now, Jeff Rumburg, a seasoned veteran of the IT industry, returns for an in-depth exploration of these challenges. Leveraging over three decades of experience, Jeff will dive into real-world case studies, analysing these obstacles and providing practical solutions to overcome them.

In this enlightening webcast, you'll get to:

  - Review the 11 major failure modes in IT outsourcing relationships and their impact on performance.
  - Unearth effective strategies to dodge these pitfalls and ensure a mutually beneficial outsourcing contract.
  - Understand how to decipher vendor reports and interpret the underlying metrics.
  - Learn how to establish a non-zero-sum perspective in an IT outsourcing contract, fostering a mindset of shared success.
  - Discover how to foster continuous improvement, increase transparency, and reduce turnover in outsourcing projects.
 
Don't miss this opportunity to go beyond the surface-level challenges and dig into the root causes. Join us to uncover how to future-proof your IT Support Outsourcing and harness the potential of IT Service and Support in 2023.

IT Support Outsourcing in 2023: Rising Above the Typical Challenges

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.

Hacking ITIL - Problem Management

In Unleashing the Enormous Power of Contact Center KPIs, MetricNet provides an overview of the Best Practices in Contact Center Performance Measurement. Our best practices help contact centers lower costs and increase customer satisfaction!

Viewers will learn:

How the industry’s top performing Contact Centers track and trend their performance.

How to use Contact Center KPIs diagnostically to achieve World-Class Performance.

How to apply Best Practices in Contact Center Performance Measurement and Management.

The key success factors in performance measurement from the industry’s top performing Contact Centers.

Unleashing the Enormous Power of Contact Center KPIs

Join Jeff Rumburg, Managing Partner at MetricNet, as he navigates the world of automation and bots in service desk strategy. Drawing on his extensive experience, he will demonstrate how automation and bots can revolutionize your service desk strategy. 

In this session, Jeff will:
Discuss the increasing importance of automation in IT service management
Guide you through best practices for integrating bots in your service desk
Share case studies that highlight the transformative power of automation
Provide insights into overcoming challenges when implementing an automated service desk

Secure your spot today and learn how to harness the power of automation for your service desk.

AI and Machine Learning in IT Support: Past, Present, and Future

In Unleashing the Enormous Power of IT Service and Support KPIs, MetricNet provides an overview of the Best Practices in IT Service and Support Performance Measurement. Our best practices help IT Service and Support organizations lower costs and increase customer satisfaction!

Viewers will learn:

How the industry’s top performing IT Service and Support organizations track and trend their performance.

How to use IT Service and Support KPIs diagnostically to achieve World-Class Performance.

How to apply Best Practices in IT Service and Support Performance Measurement and Management.

The key success factors in performance measurement from the industry’s top performing IT Service and Support organizations.

Unleashing the Enormous Power of IT Service and Support KPIs

As IT leaders, it's your job to stay ahead of the curve and leverage emerging technologies to improve your organization's operations. Two such examples are artificial intelligence (AI) and machine learning (ML). While the potential of AI and ML in service and support is vast, it's important to understand the limitations and challenges that come with implementing these solutions.

Join us for a new webcast where industry expert Jeff Rumburg breaks down the current state of AI and ML in service and support and shares real-world examples of organizations that have successfully implemented these solutions.

Attendees will:

• Understand the current state of AI and ML in service and support
• Identify the limitations and challenges of implementing AI and ML solutions
• Learn from case studies of successful AI and ML implementation in service and support

Don't miss this opportunity to stay ahead of the curve and get a glimpse of the future of service and support. Register now!

Case Studies in Service Desk AI and Machine Learning

Are you struggling to keep up with the rapid evolution of the contact center industry? Do you feel like you're falling behind on key trends and unsure of how to position your contact center for future success? If so, you're not alone. Many contact center leaders are challenged by the changing landscape and unsure of how to navigate the complex drivers of contact center performance.

In this webcast, Jeff Rumburg, a 30-year veteran of the Contact Center industry, will share industry data that illustrates key trends in contact center performance. Additionally, Jeff will reveal the underlying drivers of these trends and their implications for the future of contact center performance, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position the contact center for future success.

Attendees will learn:

• How to use industry data and benchmarks to assess and improve your contact center performance
• The underlying drivers of contact center trends and their impact on people, process, and technology
• Strategies for positioning your contact center for long-term success in a rapidly changing environment
• And much more!

Don't miss this opportunity to stay up to date on the latest trends and benchmarks in contact center performance. Register Now!

A 10-Year Trend in Contact Center Performance - Benchmarks Tell the Story

When customers are happy with IT support, they are happy with all of IT. And when they are happy with all of IT, that reflects well on the entire executive team. As CIOs and CTOs, the success of IT service and support can make or break your reputation and career. So, how do you ensure that your team is delivering top-notch service and support that sets you apart? 

Join IT service and support expert Jeff Rumburg as he shares benchmarking data and case studies demonstrating the vital role service and support can play in the management and career success of IT executives. Discover what sets successful IT leaders apart and learn practical strategies for improving service and support within your organization.

In this webinar, you will learn:

• The key metrics and indicators of successful IT service and support
• How to use benchmarking data to measure and improve the performance of your team
• Real-world examples of IT leaders who have used service and support to drive success
• Practical strategies for enhancing service and support within your organization

Don't miss out on this opportunity to take your IT service and support to the next level and position yourself for career success. Register Now!

The Leadership Edge - What it Takes to Succeed in IT Service and Support

Many organizations are now embracing hybrid work environments where some employees are working remotely while others are working in the office. This presents a unique set of challenges for desktop support groups, who must now support a dispersed workforce while also maintaining on-premises systems and infrastructure.

In this new webcast, Jeff Rumburg, a 30-year veteran of the IT industry, will discuss the current state of desktop support, the key challenges faced by support teams in hybrid environments, and best practices from the industry’s superior performers. You'll learn:

• Best practices for supporting remote employees
• Strategies for effective communication and collaboration in hybrid environments
• Techniques for optimizing system performance and troubleshooting in a dispersed environment
• And much more!

Don't miss this opportunity to stay up to date on the latest trends and challenges in desktop support. Register now!

The State of Desktop Support in 2023 - Succeeding in a Hybrid Work Environment

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 Knowledge Management

Knowledge Management

ITIL

ITIL4

ITIL Hacks

Performance Management

Service Desk

Desktop Support

Benchmarking

Continual Service Improvement

ITSM Strategy

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

The IT project management community on BrightTALK includes thousands of IT project and portfolio management professionals. Find relevant webinars and videos on agile methodologies, scrum strategy, project management processes and more. Attend live webinars or view on demand content presented by recognized thought leaders in the IT project management industry.

IT Project Management

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Hacking ITIL Knowledge Management

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