Mastering IT Metrics

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Presented by

Quentin McPhee, Implementation Manager, Vivantio

About this talk

IT monitoring and metrics play a key role in measuring IT service management success. By properly analyzing, understanding and measuring where the true value lies in your organization, you can effectively analyze risk, add value, reduce the cost of service delivery and boost the overall performance of your service teams. But without knowing what to measure, how to interpret the results and how to leverage your organization’s tools and data to make this possible, you’re setting yourself up for frustration and a lack of clarity in your reporting output. On Thursday, May 17th, join BrightTALK and Vivantio’s Senior Implementation Manager Quentin McPhee to learn what you and your senior management need to inform IT decision-making and drive sustainable service improvement, in practical terms. Quentin McPhee has more than 20 years’ experience in service management delivery and brings significant knowledge in implementing solutions for all types of organizations. This session is not just a ‘back to basics’, but rather will set out what every ITSM organization should be measuring and how to interpret the results, plus how to sustain the measuring process to become a self-aware powerhouse. We’ll also discuss: •What value reporting on your ITSM processes can realise •Different types of reports and who needs them •Tips, tricks and best practices to build out, maintain and sustain your organisation’s reporting structure We’ll also cover real-life examples of organizations who have improved efficiency through effective data analysis. -- Vivantio is a leader in help desk, IT service management and customer service software, empowering service teams to embrace automation and improve service levels at hundreds of organisations around the world.

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Vivantio offers leading, flexible service management software that meets the demands of any service teams across an entire organization without being cost- or growth-restrictive. Our platform is ideal for mid-size companies and smaller business with a growth trajectory across a multitude of industries.