Customer expectations are continually rising, and that’s not likely to change anytime soon. At the same time, IT leaders are feeling the pressure to do more with fewer resources and smaller teams. Finding the right balance between cost, quality, and speed has never been more challenging, yet it’s one of the most important decisions we must make.
The newly revised practice of service level management in ITIL 4 helps support centers and customers alike. Yet, according to HDI research, while three-quarters of organizations plan to or have adopted ITIL, only 41% have implemented service level management. This is an enormous missed opportunity to deliver quantifiable value to the businesses we serve!
This webinar examines how effective service level management can help your team to set customer expectations, measure what matters, and quantify the value your support center brings to the business.
- Understand improvements made to the service level management practice in ITIL 4
- Collaborate effectively with customers and sponsors to establish business-based service targets
- Avoid the "watermelon effect" by managing service from the inside-out, ensuring that service level agreements reinforce desired business outcomes
- Determine which metrics matter for your support center, and learn how to monitor and improve service delivery continuously