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Session Code: CSS0042
Presenter(s): Rob
Company(s): ServiceNow
Abstract:
How do you drive executive engagement with your ServiceNow investments? Deliver actionable insights into the performance management of your enterprise designed for those executives!
A former CIO and current ServiceNow employee will discuss how, with clear alignment to IT Service Management processes, you can lead with relevant and easy-to-digest Key Performance Indicators (KPIs), covering Service Desk, Incident and Problem Management, Change Management, Demand Management, Project Portfolio Status, Agile Performance, Resource Allocation, Contracts & Renewals, and Financials.
The dashboard data points are all underpinned by mature ITSM processes and a well-organized CMDB.
The KPIs are aimed at the executive level, with data points, targets and thresholds, to understand the state of current operations and when decisions need to be made. We limit the data to only those that drive meaningful action to drive continuous improvement and guide investments.
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