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ITSM Academy

Process Integration, Metrics and Setting Expectations with Donna Knapp

Posted by Cid Tyer on

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Frameworks and standards such as ITIL, KCS and ISO/IEC 20000 promote an integrated process approach. Using business-centric examples, this session shows how to design service desk metrics and reports that illustrate the benefits of an integrated approach. The importance of setting expectations about the impact of process improvements on performance metrics, employee morale and customer satisfaction is also discussed.

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