Metrics that Matters: Measuring ITSM in 2021

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Panelists from: HCB/UTK, JPC Group, EasyVista, Apollo-Is, and Digital.ai

About this talk

The metrics that mattered in March 2020 may not be the metrics that matter in May 2021. With the pandemic forcing Digital Transformation initiatives to accelerate at a previously unrecognizable pace, we’re bringing together ITSM experts to explore and debate the essential metrics that ITSM and business leaders value. From why it’s crucial to approach metrics with discipline and excitement to the best ways to measure success, we’ll be discussing : -Which metrics align to business outcomes, and why they’re of utmost importance -Which metrics directly align to revenue and should be focused on -Which perspectives are important when forming your ESM metrics strategy -Why metrics should be a priority, not an afterthought for ITSM leaders -And more Moderator: Andy Bennett, Vice President of Technology, CISO at Apollo-Is Panelists: Julia Bell, IT Security Manager at HCB/UTK John Custy, Managing Consultant at JPC Group Evan Carlson, Chief Revenue Officer at EasyVista Ben Sapp, Insights Architect at Digital.ai

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EasyVista is a global software provider of intelligent service automation solutions for enterprise service management and self-help. Leveraging the power of service management, self-help, AI, and micro apps to create customer-focused service experiences, EasyVista has helped companies improve employee productivity, reduce operating costs, and increase customer satisfaction. Today, EasyVista helps over 1,500 enterprises around the world to accelerate change, empowering leaders to better serve their employees and customers across financial services, healthcare, education, manufacturing and other industries.