Enterprise Service Management (ESM) is Here to Stay

Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

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?
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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.