• Products
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  • Making it #EasyForEmployees
  • A guide with best practices for transforming the employee service experience.
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  • A research doc about government agencies’ digital transformation challenges.


  • Gartner names ServiceNow a leader
  • 2018 Magic Quadrant for Enterprise High-Productivity Application PaaS.


  • General Mills transforms HR
  • Global employee service experience shows entire corporation how it’s done.


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  • Formal collaboration helps implement new technology safely and effectively.

From Meh-trics to Fit-for-purpose ITSM Metrics

Most IT organizations have a portfolio of IT service management (ITSM) metrics. A series of best practice key performance indicators (KPIs) that are collated and distributed on a regular basis. But how often are metrics tracked merely because of a mandate? How much real worth do they add to day‑to‑day IT operations, to operational and service improvement, or to demonstrating the business value of IT operations? And how often do they unintentionally drive the wrong behaviors or cause IT to focus improvement on the wrong areas?

Avoid these common IT metrics pitfalls ‑ attend this webinar to learn about: 

  • How increased business scrutiny of IT’s costs, performance and business value require IT to up its performance management and self‑marketing game
  • Industry metrics best practices using leading and lagging indicators
  • Customer metrics, performance management and improvement success stories
  • How technology is improving, and will continue to improve, IT’s performance management and improvement activities 



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