The Service Management Benchmark for IT Leaders

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Presented by

Nirmal Krishnamoorthy, Senior Manager, Freshworks & guest Brian Lake, Head of IS, Brooke Hospital for Animals

About this talk

Businesses today operate in a highly dynamic environment. While digital transformation has been among the key initiatives for many organizations, COVID-19 catapulted enterprise digital transformation to become the top priority for several organizations. IT has transitioned from a support function to a business enabler and it has never been more critical for IT to be 'Always-On' and 'Uninterrupted' in order to be an unstoppable force for the business. The Freshservice Service Management Benchmark Report 2022 (FBR 2022) is a benchmark index for key performance indicators (KPIs) for IT Service Management. The FBR 2022 encourages organizations to measure their KPIs, and benchmark against the index thus allowing IT leaders to decide and act on what levers to pull, to ultimately deliver a delightful experience to employees and customers. The webinar will provide insights into: Key metrics required to measure service desk excellence. How peers across industries and countries perform. Attributes required to deliver a delightful employee experience. Future-proofing service management with a scalable solution. Nirmal will also be joined by guest presenter Brian Lake, Head of Information Services for the Brooke Hospital for Animals, a global equine welfare charity. An ITIL Expert, Fellow of Information Privacy, Fellow of the British Computing Society, CISSP-ISSMP, CCSP, Agile, MSP, MoR, MoV, ISO 20001, and a certified auditor, Brian’s focus is on leading programmes of transformational change around digital services in the non-profit sector. Brian will be sharing his own insights and experiences to help add practical context and examples around today's benchmarking discussion.

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The Service Desk Institute (SDI) has been connecting IT service professionals across the world since 1988 and is the leading global community for everyone working in the IT service and support industry. Our mission is to inspire service desks and service desk professionals to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM and service desk communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit www.servicedeskinsitute.com