Collecting management information: The key to great leadership? Or a waste of time? - itSMF Belgium Congress 2011
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This document discusses the importance of collecting management information and key performance indicators (KPIs), as well as choosing the right KPIs and focusing on perceived quality rather than just technical metrics. It provides examples of how focusing only on technical KPIs like uptime percentages can overlook issues with perceived quality from the business perspective. The conclusion is that great leadership is needed to properly collect and apply management information.
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3)Maintaining the customer relationshio management(CRM) [by providing goods and services
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4) Maintaining the supply chain management(SCM).[ex- increase productivity through the most
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agency program, business, IT, and legislative staff on the adopted business
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When your organization needs more than just ITIL® and COBIT®
In today’s IT landscape, there are continuous demands for CIOs to show business value and to cut waste and cost from the IT Service Management delivery processes. This is where Lean IT can help extract the value and remove the waste.
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Gør hverdagen nemmere med én fælles platform for alle serviceafdelinger - det gør kommunikationen langt mere ligetil og håndteringen af dine services nemmere. Du skal indse at samarbejde på tværs af afdelingerne, bliver nemmere med samme værktøj. IT, FM og HR skal udarbejde en fælles proces med opgaver samt en procesmodel for en ny medarbejder.
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The document discusses building a great service culture through focusing on employee engagement. It recommends taking three small steps: motivating employees by allowing them to find work as natural as play, guiding employees with values over rules, and building on employee strengths instead of focusing on improving weaknesses. Taking these steps to create a positive culture can result in higher customer satisfaction, employee effort, productivity, and profitability. The overall message is that a strong service culture starts with engaged employees and having people at the center of technology.
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Vores tips & tricks session er tilbage. Anders vil fortælle og vise dig en række nyttige tips og tricks, som kan være med til at optimere din arbejdsdag og hjælpe dig med at få mest muligt ud af din TOPdesk-løsning.
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Most service desks would like to increase their maturity. Allow end users to better help themselves, reduce distractions and repetitive tasks for operators, increase customer satisfaction, work pro-actively, be able to look ahead, prevent problems and be more in control of their processes. However, daily operations prevent them from spending time on this. In this presentation, Arvind explains how AI will enable service desks to make the shift to proactive service management and increase their maturity level. And he shares the AI ideas that TOPdesk has planned for the coming year.
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Din servicedesk er nøglen mellem dine (interne) kunder og leverandører. Du spiller en stor rolle i kommunikationen mellem parterne, du løser sagerne og sikrer at service level agreements overholdes. Vi undersøger, på en legende måde, hvor vigtigt tydelige SLA’er og kommunikation er. Det er et godt udgangspunkt for at forbedre samarbejdet mellem dine kunder, leverandører og din servicedesk.
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Fra et lille loftrum til den dag i dag, at have 14 kontorer fordelt rundt på 11 lande – og salgspartnere i flere lande. Vi er i gang med at erobre verden. Mere end 750 ansatte, mere end 150 udviklere, mere end 45 årlige SaaS-releases og meget mere.
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Service Automation is de ultieme stap in Shift Left. Ontdek hoe je diensten in je selfserviceportal aan kunt bieden zodat je klant zelf zaken kan regelen, en je serviceafdeling er niet naar om hoeft te kijken. In de how to stel je zelf alles in in TOPdesk. Van Aanvraag via Action Sequence tot uitgevoerde Wijziging. Ook maak je kennis met aanvullende tools die de mogelijkheden vergroten.
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We weten steeds beter wat de effecten zijn van een hoge medewerkersbetrokkenheid. Niet alleen zijn de medewerkers gezonder en gelukkiger, ze zijn ook productiever, flexibeler en klantgerichter. Onze klanten voelen dit. Een hoge score op Glassdoor valt niet voor niets vaak samen met een hoge score bij Gartner en TrustRadius.
Medewerkers en managers spelen een belangrijke rol bij het vergroten van de medewerkersbetrokkenheid en plukken hier samen de vruchten van. Annemarie neemt je graag mee in de mooie wereld van betrokken, bevlogen medewerkers en laat zien hoe je hier stappen in kunt zetten, zowel voor jezelf als voor je medewerkers.
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Collecting management information: The key to great leadership? Or a waste of time? - itSMF Belgium Congress 2011
- 1. Collecting management information The key to great leadership? Or a waste of time? Kevin Bruin Senior Consultant at TOPdesk
- 4. (Key) Performance Indicators ITIL ASL ISO BiSL Cobit
- 7. So why are we here?
- 10. Making sense of KPI’s "There are three kinds of lies: lies, damned lies, and statistics." - Benjamin Disraeli
- 11. Inaccuracy of available data
- 12. Example: Incident Management (1/3) Operator Closed John 57 Matthew 24 Adrien 17 Tim 3
- 13. Example: Incident Management (2/3) Logged Resolved 2 2
- 14. Example: Incident Management (2/3) Measuring period Logged Resolved 2 2 Logged Resolved
- 15. Example: Incident Management (2/3) Measuring period Logged Resolved 2 2 Logged Resolved
- 16. Example: Incident Management (3/3)
- 17. Example: Incident Management (3/3)
- 19. Choosing the right KPI’s " True knowledge exists in knowing that you know nothing." -Socrates
- 20. No size fits all
- 21. Every KPI has it’s negative effects!
- 25. Why the business (still) isn’t happy
- 27. We usually focus on technical quality
- 34. Measuring perceived quality (1/2)
- 35. Measuring perceived quality (1/2)
- 38. Conclusions
- 39. Conclusions
- 40. Conclusions
- 41. Conclusions
- 42. Collecting management information The key to great leadership? Or a waste of time?