Process Integration, Metrics and Setting Expectations

UPDATE: Rescheduling from June 6 to June 13 due to unavoidable schedule conflicts. I hope this new time will work for everyone.

IT service management promotes an integrated process approach. Many of the metrics that IT organizations produce, however, reflect only the performance of a single process; typically incident management. What causes a reduction in mean time to resolve incidents? What causes an increase or decrease in first contact resolution at the service desk?

Join us for a conversation about how processes can influence the performance of other processes and how to design metrics and reports that illustrate the benefits of an integrated approach. Specific business-centric examples are provided that can be used to show the cost, effectiveness and efficiency of your processes and that demonstrate the IT organization’s value to the business. The importance of setting expectations about the impact of process improvements on performance metrics and on employee and customer experience is discussed along with how metrics can be used to maximize both business and IT productivity.

This month’s panel will feature Donna Knapp from ITSM Academy, along with Boise ITSM President, Jeff Jensen (and anyone else in the audience who wants to join in the conversation).