January 2010
HDI Trillium Chapter January Monthly Meeting
Unleashing the Enormous Power of Help Desk KPI's
Event Date: Wednesday, January 20, 2010
Event Time: 8:30 am to 10:30 am
Cost (HDI/itSMF members): $0 (Complimentary)
Cost (Non-members): $0 (Complimentary)
Venue: A computer at your home or office
Synopsis:
On January 20th, 2010, the HDI Trillium Local Chapter Executive invites you to sit at your own desk with your favourite coffee and muffin and take a journey into the depths of Service Desk reporting like no other. Your executive has partnered with MetricNet to bring a Service Desk Reporting WEBINAR right to you at your desk on January 20, 2010.
Eric Zbikowski is a co-founder and Managing Partner at MetricNet, LLC – the premier provider of performance metrics, benchmarks, performance reports, and scorecards for corporations worldwide.
On January 20th, 2010 from 8:30 am to 10:30 am, Eric will present Unleashing the Enormous Power of Service Desk KPI's.
Today’s service desk technologies and reporting packages make it easy to capture copious amounts of performance data. Most service desk managers can tell you everything from last month’s average speed of answer to yesterday’s average handle time. But what does it all mean? More importantly, what does it tell us about how to manage and optimize service desk performance?
In this session Eric will demonstrate definitive cause-and-effect relationships between the most commonly tracked Key Performance Indicators (KPI’s), and discuss how these insights can revolutionize the way your manage your support desk. Attendees of this course will learn:
- Which KPI’s have the biggest impact on cost
- Which KPI’s have the biggest impact on quality (hint: they are not what you might expect!)
- Two metrics that are rarely tracked, but yield profound insights into service desk performance
- Service level mistakes that can drive your costs through the roof
You will come away from this session with a number of possible action items, including:
- Service level adjustments that will optimize the tradeoff between cost and quality
- A simple way to communicate service desk performance to lay people outside the service desk
- Two surefire ways to cut costs without sacrificing quality
Once you have registered we will send you confirmation of your registration and the coordinates for the webinar. Please note that as a condition of your participation in this webinar your contact information will be made available to Metricnet. We look forward to your participation.
Our January meeting is complimentary so please invite others you think might be interested in this topic!
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