5 Tips for ITSM Metrics That Drive Superior Business Outcomes

Presented by

Stephen Mann, ITSM Analyst and Matt Klassen, VP Product Marketing, Cherwell

About this talk

Thanks to your organization’s growing reliance on IT services, the importance of your IT service desk has never been greater. However, in order to deliver on ever-increasing expectations, and to maintain a seat at the table, your service desk needs to up its game. But where should you focus your improvement activities? The answers are held within your IT service desk’s performance management system and metrics. In this webinar, hosted by ITSM analyst, Stephen Mann, and Cherwell’s Matt Klassen, you’ll learn: • The most common issues associated with traditional ITSM KPIs • The impact of business changes on service desk metrics • How to assess the suitability and relevance of your current portfolio of metrics • Practical tips for defining and aligning KPIs to meet current and future needs of your organization

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Cherwell delivers IT service management, workforce and business enablement solutions that allow IT to become a true partner to the business. Built on a modern, metadata architecture, the Cherwell platform enables IT teams to rapidly build, configure or merge new ITSM or business functionality—without touching a single line of code or living in fear of the next upgrade. Because of Cherwell’s focus on delivering a solution that is easy to configure, customize, and use, IT organizations extend Cherwell to solve a wide range of IT and business problems. With an unwavering commitment to putting customers first and being easy to do business with, Cherwell enjoys 98%+ customer satisfaction rating. Learn more at www.cherwell.com.