Axios Systems Webinar“Using ITSM to Increase Business User Satisfaction            and the Perception of IT”    Stephen Ma...
Coverage                            Scene setting – where are we now?                            The rising importance of ...
Scene setting – where are we now?     And are we adding sufficient business value?© 2012 Forrester Research, Inc. Reproduc...
CEOs See Technology As The Most Critical External Force Affecting Their Firms
IT’s Self-Assessment Is More Positive Than Business Executives’ View Of IT                                                ...
The latest big disruption = complexity    Increasing                           Consumerization     customer   demand and  ...
Key IT Service Delivery Challenges: High-Level View #1 Increased                                            • IT cost tran...
Register For The Full Live WebinarWith Stephen Mann, Senior AnalystWednesday 27th February 20139am New York | 2pm London |...
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Using ITSM to Increase Customer Satisfaction Webinar excerpt

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Sneak peek at the content for our upcoming webinar.

Register here - http://goo.gl/mweRi - or via the link at the end of the slidedeck and join Stephen Mann, Senior Analyst at Forrester Research,as he explores how organizations can use IT Service Management (ITSM) strategies and technology to:

- Change the culture of IT to focus on business user productivity and satisfaction
- Capture business user needs to deliver what they really want and need from IT
- Measure IT customer satisfaction and the perception of IT
- Use ITSM practices and tools to drive increased productivity and satisfaction

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Using ITSM to Increase Customer Satisfaction Webinar excerpt

  1. 1. Axios Systems Webinar“Using ITSM to Increase Business User Satisfaction and the Perception of IT” Stephen Mann Joe Beighley Senior Analyst, Forrester Research, Inc Business Solutions Consultant, Axios Systems 40 Minute Presentation. Facilitator and Q&A Join the LinkedIn Conversation: j.mp/XX4hzt Or search LinkedIn Groups: “How to Increase IT Customer Satisfaction” #ITsatisfaction im@axiossystems.com Blog.axiossystems.com @Axios_Systems Axios on LinkedIn 1
  2. 2. Coverage Scene setting – where are we now? The rising importance of “the customer” and “business value” Using ITSM to better serve and meet customer needs (and expectations) Customer-centricity and Outside-In Recommendations© 2012 Forrester Research, Inc. Reproduction Prohibited
  3. 3. Scene setting – where are we now? And are we adding sufficient business value?© 2012 Forrester Research, Inc. Reproduction Prohibited 3
  4. 4. CEOs See Technology As The Most Critical External Force Affecting Their Firms
  5. 5. IT’s Self-Assessment Is More Positive Than Business Executives’ View Of IT 5May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”
  6. 6. The latest big disruption = complexity Increasing Consumerization customer demand and Cloud expectations Social MediaManualAbility Virtualization Accelerant 2007 2008 2009 2010 2011 2012
  7. 7. Key IT Service Delivery Challenges: High-Level View #1 Increased • IT cost transparency and value Business Scrutiny demonstration. #2 Increased • Agility, availability, “hardware,” and Business Expectations support and customer service. #3 Increased • Cloud per se, mobility, and governance. Business and IT ComplexitySource: http://blogs.forrester.com/stephen_mann/11-12-16-top_10_it_service_management_challenges_for_2012_more_emphasis_on_the_service_and_the_management
  8. 8. Register For The Full Live WebinarWith Stephen Mann, Senior AnalystWednesday 27th February 20139am New York | 2pm London | 3pm Berlin | 6pm Dubaihttp://forms.axiossystems.com/Forrester_Webinar_Reg_EN
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