Why Traditional ITSM Metrics Will Fail in 2020—And What to Do About It

Presented by

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

About this talk

Industry best practices provide IT service desks a wealth of metrics to adopt, and benchmarking data offers guidance on the KPIs to employ. These have both remained virtually static for the last decade or longer. However, a growing reliance on IT services, a rapidly changing technology landscape, and demands that the service desk shift from a cost center to a value center, is forcing IT leaders to re-think and re-define traditional KPIs and metrics. Those who remain complacent in this respect will almost certainly fail to deliver the outcomes the business demands. In this webinar, hosted by ITSM analyst, Stephen Mann, and Cherwell’s Matt Klassen, you’ll learn: • How the evolving workplace and employee expectations are driving the need for new KPIs • Why the adoption of self-service, automation, and AI require further changes to your measurement philosophy • Metrics you are using today that will no longer be relevant in three to five years • Tips for developing a new portfolio of metrics that will position you for future success

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