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The Metrics That Matter: Optimizing ITSM by Focusing on Customer Effort
Which KPIs really matter in IT Service Management?
In this episode, Elias sits down with Huseyin Uysal, Head of Global Service Desk at ISS, to uncover what separates successful IT service management from the rest.
With a wealth of experience managing global teams and optimizing IT processes, Huseyin reveals the metrics that really matter, how customer effort is often overlooked, and the strategies his team used to slash ticket resolution times in half despite a surge in ticket volumes.
You'll learn:
- Which KPIs actually drive value in IT service management (and which don’t)
- Why focusing on "customer effort" is crucial for IT support success
- How to handle a threefold increase in ticket volume without losing control
- The key lessons from bringing outsourced tasks back in-house
- How empowering your team can drastically cut ticket resolution times
Get in touch with Huseyin Uysal on LinkedIn: https://www.linkedin.com/in/huysal89/
About the host
Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.
Get in touch with Elias via LinkedIn or email podcast@checkmk.com
Shownotes
Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG