Our Customers, Maturity and Metrics

Presented by

Anthony Collings, Head of Service Desk, Experian

About this talk

In this video, Ant shares how he created improvement plans with targets, metrics and how maturity was improved using CMMI and Service Desk Certification (SDC). He discusses the decisions made, challenges faced, and lessons learned during this journey, closing with an update on progress and future plans for delivering exceptional customer support and the journey to world class.
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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support 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