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Nation's Capital LIG | Past and Present: 25 Years of Service Desk KPIs With Jeff Rumburg
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Nation's Capital LIG | Past and Present: 25 Years of Service Desk KPIs With Jeff Rumburg

Service Desk Key Performance Indicators (KPIs) have evolved and matured significantly over the past two decades. Explore twenty-five years of service desk benchmarks and what what is in store for the future.

5/28/2015
When: 5/28/2015
1:00 PM
Where: Corporation for Enterprise Development (CFED)
1200 G Street NW
NW Suite 400
Washington DC, District of Columbia  20005
United States
Presenter: Jeff Rumburg
Contact: Leonard Neely
(703)593-0989


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Service Desk Key Performance Indicators (KPIs)  over the Past 25 years, Today, and in the Future

Service desk KPIs have evolved and continue to mature significantly just have they have over the past two decades.

Today's service desks routinely track twenty or more KPIs, and the focus has shifted from tactical/operational metrics to the more strategic metrics of business value and ROI.

Come joint us on our journey through the past and explore twenty-five years of service desk benchmarking data. Learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today's KPIs tell us about the future.

  

Sponsored by BMC:

Join us as our sponsor presents their approach to service desk solutions and measurement in their latest flagship product, Remedy 9.0.  Jason W. Frye, Vice President, Digital Innovation, Service Support at BMC Software will discuss how their latest approach to service desk, KPIs, and ITSM delivers an IT Service Management approach that has been reborn.

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