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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 603: Aligning Service with Business Through Innovation-Focused Metrics

Bill Guinn  (Chief Technology Officer, Serviceaide)

Date: Thursday, May 4

Time: 4:15 pm - 5:15 pm

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Optimizing the Support Organization, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: All

Because support organizations are often seen as cost centers, IT operational metrics tend to overly emphasize staff performance and internal costs; they don't pay equal attention to business issues and IT's impact on employee and overall business productivity. They track reactive performance, focusing on what's done after issues arise or requests are received, and too often, they're devoid of actionable insights that would drive resolution, accelerate user and business recovery, and expose opportunities for improvement in, for instance, self-service, knowledge accessibility, and automation.

With business complexity driving an ever-increasing number of issues and problems, the pressure on IT is always on. The wrong measures can stifles innovation, leading to friction and further separation — a negative feedback loop. But by adopting a total business impact approach, IT can create an inclusive approach to metrics and reporting that will better align IT with the business, exposing critical business needs and IT's contribution, and creating goodwill that fosters more collaboration — a positive feedback loop.