Stephen Watts
ITSM KPI’s: Top 8 Metrics for Measuring Success

Forbes Insights, in association with BMC, recently published the results of a comprehensive State of ITSM survey. This report, titled “Delivering Value to Today’s Digital Enterprise: The State of IT Service Management, 2017” details service management trends and changes in the industry. Eight Key Performance Indicators (KPI’s) were included in the report: Service availability Time to resolve First-call resolution rate SLA breach rate User satisfaction Cost per contact Customer satisfaction Net promoter score This blog post will go into detail on the KPI’s identified by survey respondents. The Forbes survey, from which these trends were identified, includes responses from more than 250 executives covering a range of industries and position. More than 60 … [Read More]

Track-It! Reviews and Ratings

This post is part of a series on BMC product reviews. Be sure to check out the other posts on Control-M Reviews, FootPrints Reviews and Remedy Reviews. Track-It! is the perfect help desk solution for small to mid-size organizations that includes change … [Read More...]

Business Benefits of IT Service Management

Although it sounds obvious, Information Technology Service Management (ITSM) success lies in how you position your ITSM efforts in relationship to your enterprise. Two key questions to consider with ITSM are: 1) What are the driving forces behind your ITSM … [Read More...]

FootPrints Reviews and Ratings

This post is part of a series on BMC product reviews. Be sure to check out the other post on Control-M Reviews and Remedy Reviews. BMC's FootPrints service desk is an ITSM solution for mid-size organizations that includes incident and problem management, … [Read More...]

How Much Is a Picture Worth?

Imagine you are Lead Counsel for a large insurance company and you find out that the images and recordings that you need for your important court case have vanished. Your CIO informs you that thousands of images, recordings and other vital data are lost! … [Read More...]