Are your clients really satisfied?

Gökhan Tuna, Senior Consultant, itSMF Netherlands
Are your clients really satisfied? - Measuring service delivery with a client-focused approach

Delivering quality is a standard for success within any IT service organization. But how does one measure success? To measure success, IT service organizations often report on KPIs and SLAs, and these reports are usually based on their own performance. One risk of this approach towards measuring and reporting is that clients are no longer the focus, even though the service is intended for them. Reporting should focus on the experience of clients instead.

This presentation focuses on how the IT organization can best acquire a full insight into its own service by combining measuring and reporting with a client-focused approach.
Aug 11 2010
39 mins
Are your clients really satisfied?
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  • Best practice frameworks are in many ways comparable to the images and advice found in the columns of fashion magazines. IT Service Management, Program Management, and Software Development best practice frameworks portray flawless environments where projects and teams work in harmony; whereas fashion magazines portray flawless individuals dressed in perfectly tailored, top quality clothing that is impeccably put together. This is purposeful - Meant to inspire through providing suggestions and guidance on how we can improve our own situations.

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    More about our Presenters:
    Amy Dykstra and Drew Walden of Cask, LLC bring more than 20 years of experience in the development, implementation, and application of systematic management frameworks supporting whole organizations, portfolios, programs, and individual projects and services. Within this context, they have developed and re-engineered business processes to align operations with business objectives and enabled organizations to acquire and employ the necessary resources and skills within agreed parameters of cost, time, and quality. Their combined portfolios of clients and experiences provide a unique take on the selection and implementation of various best practice frameworks.
  • Malware today is very different from just a few years ago. Traditional AV technology is no longer able to consistently and fully remediate or defend against today’s most advanced threats. New and emerging threats such as ransomware, social engineering driven attacks and micro variant financial threats are just some examples of difficult to remediate infections. This presentation will take a look at the malware landscape and explain why these tactics are so effective against traditional AV technology. We will examine three specific families of infections and highlight their tactics to evade detection and what issues occur with remediation. Lastly, we will talk about Webroot’s innovation and how our SecureAnywhere AV solution is capable of defending against, and remediating today’s most advanced threats.
  • We may not have flying cars yet but the self-driving car is actually beginning its infancy. With all the technology swirling around us and in our pockets and purses surely the paradigm of the Service Desk has changed as well. Yes and No. Today’s users are bright and more tech-savvy in terms of using technology than ever before. As long as it works. But when something doesn't quite work, they want to solve it themselves using the easiest means at their disposal, Google, Twitter, Facebook, Instagram, Snapchat, etc. This might work well from their perspective but not from ours.

    Join George Spalding, Executive Vice President, Pink Elephant, as he focuses on the evolution of the Service Desk and what’s in store for the next 5 years.
  • Forty-four states, DC and four territories have adopted the Common Core State Standards (CCSS). This means that school districts across the country are planning for 100% online assessments during the 2014-2015 school year. One of the most important conditions needed for being able to administer online assessments is network infrastructure readiness.
    Attend this 30-minute webinar and join Gavin Lee, Senior K-12 Business Development Manager at Juniper Networks, to discuss the critical network must-haves that all school districts should consider when looking to deploy a robust and supportable network. You will also receive practical guidance on how to get the most out of your network infrastructure and how to best prepare for the CCCSS assessments:
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    • Wired and wireless network capabilities
    • Robust network security
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    • Juniper Networks network infrastructure readiness resources
  • This webinar will provide you with two complementary perspectives on Business Relationship Management that will help you achieve true romance rather than ending up in unrequited love!
    Based on recent and ongoing interest in Business Relationship Management, there can be no doubt that BRM is a hot topic. Organizations realize that a better relationship between business and IT will result in more business value from the IT provider’s products and services.
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    After listening to Aleksandr and Mark share their two perspectives, there’ll be ample opportunity for you to join in and contribute to the dialogue - you are most welcome!
  • Join us for a 30-minute live session every Friday, where we’ll tour the RingCentral interface, discuss the latest innovations and features available on the RingCentral platform, and share best practices on leveraging cloud communications for your business. This session features a live demo of RingCentral Office and an open Q&A session led by a Sales Engineer. This week tune in and learn how your employees can hold multi-point HD video meetings around the world, anytime and anywhere with RingCentral Meetings.
  • Join salesforce.com customer kCura as they describe the value of having a communities platform to create frictionless service experiences with law firms, government agencies, and litigation service providers. Learn how a self-service community experience enables customers to help each other and themselves, letting service teams focus on the big issues. All of these benefits ultimately translate into a frictionless and unified experience for all their customers!

    George Orr is the VP of Client Services for kCura. He leads strategic and implementation initiatives designed to enhance the online experience of customers.
  • Over the past several years, ITSM has evolved dramatically. What was considered mature and effective Service Management a short time ago is barely sufficient today. Does this get you thinking about what is next for ITSM and whether your Service Management solution is the one to take you to the next level? Good! Let’s get together and talk about it. We will look at industry best practices, lessons learned and what you should consider in your future plans to get to the next frontier of ITSM.

    Join George Spalding, Executive Vice President of Pink Elephant, as he presents his thoughts about how we got HERE and what he believes are the next best moves to get us THERE – in the future of ITSM. George Spalding won the 2012 Ron Muns Lifetime Achievement Award from HDI, is one of the world’s most insightful IT Service Management and Support experts and has spent several years as a consultant to the White House, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, he is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.
  • Over the past several years, ITSM has evolved dramatically. What was considered mature and effective Service Management a short time ago is barely sufficient today. Does this get you thinking about what is next for ITSM and whether your Service Management solution is the one to take you to the next level? Good! Let’s get together and talk about it. We will look at industry best practices, lessons learned and what you should consider in your future plans to get to the next frontier of ITSM.

    Join George Spalding, Executive Vice President of Pink Elephant, as he presents his thoughts about how we got HERE and what he believes are the next best moves to get us THERE – in the future of ITSM. George Spalding won the 2012 Ron Muns Lifetime Achievement Award from HDI, is one of the world’s most insightful IT Service Management and Support experts and has spent several years as a consultant to the White House, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, he is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.
  • The Operations Bridge is “the” solution for IT Operations to effectively address the challenges they face when it comes to managing the new style of IT: complex composite applications, virtualized environments, cloud-based services, big data, and a variety of management solutions from different vendors. In this session, you will learn how the HP Operations Bridge solution allows you to take up those challenges and consolidate all your existing IT monitoring solutions, providing a unique solution to maximize efficiency and improve runtime and performance of your IT services.
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  • The Savvy Service Desk - Seeing IT Through May 15 2014 4:00 pm UTC 45 mins
    Join Beverly in this webinar as she covers:

    - The Service Desk Function
    - Clever Communication/s
    - Technical Savvy vs Technical Ability
    - Seeing IT Through - The life of a customer inquiry

    Beverly Weed-Schertzer is an ITSM Executive Consultant, ITIL certified, ITSM Executive Consultant, ITIL trainer and founder of EdifyIT©. She is the author of The Art of Practicing Yoga in IT Service Management© and Moving Deeper into ITSM/ITIL©. Beverly is also a registered Yoga teacher and founder of Yoga Haven, in Oakland, NJ. Yoga is her passion and she uses her yogic thinking in IT Service Management illuminating IT by changing views, shifting cultures and initiating change. Beverly’s mission is Illuminating new light into IT using ancient old philosophy of Yoga.
  • Meet SUI – the new Service User Interface! May 15 2014 2:00 pm UTC 45 mins
    Learn how progressive IT organisations have responded to end-users and customers that demand more from IT. These organisations have delivered a familiar consumerised experience and are delivering services through an IT Store and more. Wizards and widgets are used in a codeless design environment to deliver services as apps – Service catalog, stylised business value dashboards and more.

    The rebirth of the User Interface will be the catalyst through which IT finally bridge the gap with the business; Services delivered will optimise budgets and maximise output and performance. The services delivered will be used by a workflow that is increasingly mobile, the presentation layer (or user interface) will encourage acceptance and in turn the services delivered will drive productivity.
  • Service Desk Management – Lions & Tigers & Bears…Oh my! May 15 2014 12:00 pm UTC 45 mins
    Ingrained into all of us is the notion that we must treat people equally. On the Service Desk, if you treat all analysts equally, be prepared to see the backs of your best staff as they walk out of the door.
     
    In this webinar, we will be looking at the different types of analysts, how to hire the right fit, and how to manage them collectively and individually:

    -The Lion: takes pride in the service provided and leads the rest of the team
    -The Tiger: loyal and patient, who will follow his leaders and is deeply in-tune with what is going on around him
    -The Bear: a solitary individual who doesn’t play nice with others and will hibernate for six months of the year if allowe
  • The Ins and Outs of People on an IT Service Desk May 15 2014 10:00 am UTC 45 mins
    During their professional careers, Ian and Greg have navigated a number of roles in, on and around a wide variety of service desks, observing technology, processes and IT’s most important and complicated component - its people.

    In this sideways look at the service desk, Greg and Ian propose a model to describe the people dimension, arguing that a better understanding of the people can bring big benefits to IT’s most fundamental team.

    Whatever your role in IT, getting more from and giving more to front line teams can help to improve service management, not just customer satisfaction
  • The Secrets of Request Fulfillment May 15 2014 9:00 am UTC 45 mins
    Service Requests are some of the most common and highly visible interactions between an IT department and the business it serves.

    Implementing a smooth way to assist users in selecting the requests that are relevant to them and tracking them across their lifecycles is a key goal in providing business value for the majority of the users. Done right the Service Request process raises the profile of the IT department with the user base. Done wrong it is one of the most commonly referenced issues that exists between the user base and the IT department as a whole.

    This presentation will explore the secrets of successful request fulfilment, the Do’s and Don’ts of how to set up this high traffic, highly visible and highly useful process.
  • A Success By Any Measure: Metrics-Centric Management for the Service Desk May 14 2014 8:00 pm UTC 45 mins
    Managing a Service Desk in today’s lightning-fast IT world is challenging in the best of circumstances. As such we reach for each and every tool that we can bring to bear to give supervisors, managers, and directors the edge they need to lead their teams towards success.

    Matthew Aaron, Service Desk Supervisor for Independence Blue Cross, completely transformed his team by establishing strong metric analysis and by using this data to guide decision making. Spend some time with Matt learning how he created real, actionable results for his team simply by changing the numbers and how they were looked at.
  • The Service Desk Value Chain in an Age of Innovation, Analytics and Mobility May 14 2014 6:00 pm UTC 45 mins
    In the shadow of sweeping evolution of enterprise technology, the service desk remains steadfast. Cloud computing, mobility, security, machine-based learning and big data/analytics are all changing the concept of enterprise computing. Service desk operations are being forced to up their game and stand to benefit through the application of new technologies which offer capabilities that didn’t exist even in the recent past for understanding anomalies, integrated with adjacent solutions, and sourcing just-in-time expertise.

    Attendees will leave this webcast actionable insight into areas such as:

    - Advanced analytics and machine-based learning to drive faster problem resolution and infrastructure efficiency change.
    - A broader approach to integration with adjacent technology domains such as asset management and IT finance.
    - Sourcing strategies that facilitate retention of key technical resources while offloading routine tasks.
    - Consumer-based approaches to service requests and trouble-ticketing.
    - Bridging the gap between social media and the need to collaborate across team members.
  • It’s Getting Cloudy in IT Service Management May 14 2014 1:00 pm UTC 45 mins
    There is no doubt that cloud computing is rapidly advancing in the marketplace.
    New cloud based applications and services are coming to market quicker than ever, boasting of reduced cost of acquisition and operation. For some cloud services the pay as you use model is seen as very attractive for many organisations.

    Cloud computing, in its current form, is still relatively new. Best practice frameworks, including ITIL ®, and standards need to catch up and provide guidance on how best to use, deliver and consume cloud based services.

    •Can organisations wait any longer for basic guidance on managing cloud based services?
    •What are the burning issues and gaps in the current best practice guidance?
    •What are the key issues traditional service management are having to face when looking to adopt cloud based services?

    The answer to these questions and more will be provided during this presentation.

    This session will benefit CIO’s, CTO’s, IT Managers, Service Delivery Managers, Service Architects, IT Service Management Practitioners and anyone that wants to understand the effect that cloud based services is having on traditional IT design and delivery.
  • Service Desk : Springboard for a Service Management Career May 14 2014 10:00 am UTC 45 mins
    Once upon a time, when ITIL was young, a role on the service desk was seen as a valuable background for a generation of diverse service managers who championed the voice of the business within the IT department.. Then a darkness fell over the land and the service desk was cast into the dungeons of the IT department. In a fast changing, non-linear world dominated by shadow IT, self-service and search engines the role of the service desk is undergoing a renaissance and the service desk agent of 2014 is ideally positioned to gain the skills needed to once again drive IT forward....if traditional IT management recognise the need for change.

    This session will look at the changing IT eco-system, the concept of a Service desk 2.0, the current ITSM skills gap, and the opportunities to pursue an ITSM career based on experience gained in a service desk role
  • Catalog or IT Portal: Putting Catalogs in Context of Interfacing w/ the Business Recorded: Apr 10 2014 46 mins
    When some organizations talk about “service catalogs,” what some of them really mean is “service request catalog” or even “employee self-help.” The service catalog and the service request catalog are typically critical components of an IT Portal that facilitates a wide array of interactions at all levels between the business and their IT service provider.

    This session will discuss the relationship between these catalogs as well as other artifacts and managing the interfaces with the business at the operational, tactical and strategic levels via an IT Portal on the intranet. How can we more effectively serve our users and customers by managing such a portal and leveraging well-constructed catalogs? Imagine the possibilities.
  • Service Catalog and Request Management Recorded: Apr 10 2014 63 mins
    In this session, long time industry experts Torrey Jones will discuss and demonstrate a Best Practices approach to Service Catalog utilizing HP’s newest SaaS Offering, Service Anywhere. As part of this discussion and demonstration, Torrey will cover how automation can help drive user satisfaction, and positively impact users adoption of a Service Catalog.
  • How Service Catalogs Make IT a Better Enterprise Business Partner Recorded: Apr 10 2014 47 mins
    Standardized service-catalog offerings are an effective way to give cloud consumers instant access to services they want - while still keeping the necessary corporate controls in place.

    Attend this webinar to hear how IT executives can use service catalogs to elevate the business value of cloud-driven enterprise initiatives.
  • Designing a Service Portal from the Outside-In Recorded: Apr 10 2014 49 mins
    A Service Portal is typically a website that hosts service catalogs, request catalogs, related content, feedback methods supporting ideas and complaints, and shopping cart styled order fulfillment procedures. It also acts as the public face of a service business or service provider organization, such as an IT department.

    Traditional IT Service Management initiatives call for some of the elements of a portal to be developed, such as a service catalog, and it’s been habit to design and develop these from the inside-out, from the perspective of the provider, with negative consequences to the customer experience, IT brand image.

    In this presentation we shall explore the approach used by successful service businesses in designing a service portal from the outside-in, from the perspective of the customer, ensuring ease of use and a suitable service experience. Other topics will include:

    - Common mistakes and myths associated with ‘service catalogs’;
    - The functional elements of a service portal and the five design planes;
    - The key concepts of persona, consumer scenario and story in portal design;
    - The role of a ‘service safari’ in understanding the basic needs of customers;
    - How to configure the portal with a knowledge base and request management capability;
    - The organizational consequences of an outside-in approach.
  • Service Catalog: Just Because You Build It, Doesn’t Mean They’ll Come Recorded: Apr 10 2014 47 mins
    Do you struggle to get people to use online service catalog? You are not alone! Driving user adoption can be challenging. Today, for many organizations the value of service catalog is elusive and even when implemented successfully, its full value is not realized.

    Join us in this insightful discussion that is sure to help you double your service catalog adoption.
  • Service Catalogue…. The end is nigh? Recorded: Apr 10 2014 46 mins
    A lot of people have said many things about Service Catalogue. But what is the reality? Has the Service Catalogue, as defined by ITIL V3 in 2007, been able to keep up with the demanding, highly tech-savvy, consumerized workforce? As a leading Service Catalogue tool vendor, we see these realities first hand… and we believe the ITIL V3 Service Catalogue is nearing its end!

    This may sound strange coming from a Service Catalogue vendor, but we have seen a definitive shift in focus and we feel this is a game changer. So join Biomni’s CEO Angus Gregory and ITSM commentator Rob England (aka @TheITSkeptic) for a lively debate on what the world’s leading IT organizations are actually implementing and the business value that they are driving for IT and the businesses they support.
  • Getting Started: How to Implement Basic ITIL Request Fulfillment Recorded: Apr 10 2014 45 mins
    In this presentation, Greg Sanker will show you how to go from 'taking tickets' to managing service requests by implementing a basic ITIL Request Fulfillment process in your Service Desk. From personal experience, the presenter will show how basic Request Fulfillment can improve customer service even if you don't have a Service Catalog.
  • A Service Catalogue Can Turn Your Service Desk Into a True Business Partner Recorded: Apr 10 2014 57 mins
    A service catalogue does more than simply list the IT services an organisation provides. It helps IT engage with its customers and build and maintain relationships. It helps to establish boundaries and to set expectations. It helps to transform IT to a service lead organisation. It helps IT to find solutions, contribute to the bottom line and demonstrate business value.

    The service catalogue should be a ‘living’ catalogue where services and support levels can be added and removed as required. Requests for new services, when approved, need to be incorporated into the service catalogue. Listing to the business and its technology needs, now and upcoming, will better align IT with the business, helping the service desk to show real business value and helping to position the service desk as a true business partner.

    To make this happen, alongside the service catalogue should be a detailed plan outlining the Change Management and Request Management process.
  • Policy Management - how to achieve consistent and scalable IT administration Recorded: Apr 10 2014 45 mins
    Join this webinar and learn why consistency is the hallmark of an effective, agile organisation. With thousands of moving parts, ensuring that every user, every system is being managed consistently is critical. This webinar will show you how a best practice IT systems management software effectively defines, manages, applies and enforces IT policies across groups of machines.

    A state-of-the art Policy Management system streamlines the process of creating, setting and remotely applying IT policies to groups of systems across a distributed organisation. Administrators need to be able to view all policies from a single dashboard, customise them and assign them based on organisation, group, machine type, platform or any dynamic view of machines to ensure all systems are in compliance. By automating management by policies and enforcement, administrators can then take immediate action to remediate any system that is not in compliance.
    Benefits of a modern Policy Management system are:

    • Ensure distributed systems are in compliance with IT policies or recurring services
    • Streamline the process of applying and updating policies to multiple machines based on organisation, group, department or dynamic view
    • Achieve greater confidence that distributed systems are secure and in compliance
    • Manage policy enforcement of multiple groups of machines, applying varying and nested policies depending on security risk, business use or service level
    • New machines can automatically inherit policy settings without any intervention
  • The Service Catalog Portal – your window to the customer Recorded: Apr 10 2014 40 mins
    Are you interested in knowing how an online shop is managing the logistics involved in delivering your order in time? Do you order your goods three days later if you see that its status is set to "unavailable"? Do you buy services which are described unclear and nebulous in your private life?

    For many IT organizations, the Service Catalog is just the next CMDB nightmare. Yes, because the CMDB itself is simply a repository of relationships that has minimal value. The true value is in understanding how these relationships impact IT and business services.

    But your Service Catalog Portal is your single point of information for your service customers. So tune in to this webinar as Martin Pscheidl, Chairman of itSMF Austria and Manager of the KPMG IT Advisory helps you see how taking both a bottom-up and top-down approach will help you reach the point which perfectly aligns with what your customer wants and needs.
  • An Agile Approach to the Service Request Catalog Recorded: Apr 9 2014 47 mins
    How do you build a Service Request Catalog with over 100 requests in only a few months? One request at a time!

    Many organizations fail at delivering a Request Catalog because they take on automating all of their requests at once, underestimating the time it takes. An Agile approach to your Request Catalog project will help you get started and keep building momentum until the catalog is ready for release. The key is creating a cycle that enables you to keep defining requests while development is in progress.

    Based on experienced gained through implementing catalog’s for Linium’s customers, this webinar provides you with just that: an approach you can use that leverages Agile development methods and gets your catalog out the door faster than if you tried to do it all at once.
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  • Live at: Aug 11 2010 10:00 am
  • Presented by: Gökhan Tuna, Senior Consultant, itSMF Netherlands
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