Raise the Bar on Service Quality: KPIs that Drive Value

Presented by

Julie L. Mohr, President, Mind The IT Gap

About this talk

It is time to raise the bar for IT organizations and define a new standard quo. Problem Management is the key to increasing service quality. This requires both reactive and proactive problem management, measurements that are linked to value creation for the business and real tangible outcomes. This presentation explores both ITSM and IT Governance frameworks, the proposed key performance indicators and maps these along with other measurements to business value.

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