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ITSM Academy

Webinar Archives

The Metrics Of Shift Left

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Complimentary Webinar

Presenter: Jeff Rumburg, Managing Partner, MetricNet

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Organizations that haven’t spent a great deal of time shifting left—that is, moving tickets from desktop support to Level 1 service desk, or from Level 1 service desk to Level 0 self-help—are missing out on a significant cost-reduction strategy.

Recent MetricNet benchmarks show that 18% of all tickets resolved by desktop support could have been, and should have been, resolved by the Level 1 service desk. These unnecessary escalations result in hidden support costs that often go unnoticed because they are rarely tracked. Moreover, shadow IT – where employees bypass the service desk and send issues directly to technicians or managers – left unchecked can cause costs to skyrocket.

In this webinar, we will share case study examples and key success metrics from support organizations that identified opportunities to reduce or eliminate 1) unnecessary escalations through cross-training and knowledge maturation, 2) workload drivers through self-service or automation and 3) ticket volume through ITIL Process Maturation – specifically Incident and Problem Management.

  • The slide deck will be available the morning of the webinar
  • The recording of the session will be available post webinar

Motivated by the ideas presented? Print a Personal Action Plan to capture them.

  • ITSM
  • ITSM Academy
  • Jeff Rumburg
  • MetricNet
  • Webinar
  • Shift Left
  • Service Desk
  • Benchmarks
  • IT
  • Service Management
  • Problem Management
  • ITIL
  • Process

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ITIL® 4 HVIT - High Velocity IT

Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy- Complimentary Webinar Digital has changed everything! It has enabled organizations to introduce new business models and to significantly change how they do business. Most importantly, it has changed expectations regarding the development, delivery, and use of digital technologies. Speed is crucial, but not at the expense of quality [...]

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ITIL4 and ServiceNow

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