Do your service desk metrics indicate green, but when you engage your providers you hear red? Service Level Agreement metrics are often used as the framework to aligning expectations, costs, and driving satisfaction. But these metrics are more often than not a symptom where the process behind it requires alignment. During this webcast, we’ll discuss often misconstrued metrics and how they influence different levels of end-user satisfaction and costs. We will review real-life case studies of how to utilize the right metrics to help you achieve results in cost alignment, capacity, and user satisfaction.
Chris Wickersham, Director, Level 1 Support Services, CereCore
James Mayercik, Vice President IT, Ardent Health Services
Rick Keller, SVP & CIO, Ardent Health Services