Ep. 45 - The Metrics That Matter: Optimizing ITSM by Focusing on Customer Effort – with Huseyin Uysal

ITOps, DevOps, AIOps - All Things Ops

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محتوای ارائه شده توسط Elias Voelker. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط Elias Voelker یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal

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۴ روز پیش38:05

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38:05

In late 1972, U.S. Marine Captain Ron Forrester disappeared on a bombing run into North Vietnam. Back home in Texas, his family could only wait and hope. Audio subscribers to Texas Monthly can get early access to episodes of the series, plus exclusive interviews and audio. Visit texasmonthly.com/audio to join. Go to HelloFresh.com/FLIGHT10FM to get 10 Free Meals with a Free Item For Life.…

حدود یک سال پیش 36:35

MP3•خانه قسمت

Which KPIs really matter in IT Service Management?
In this episode, Elias sits down with Huseyin Uysal, Head of Global Service Desk at ISS, to uncover what separates successful IT service management from the rest.
With a wealth of experience managing global teams and optimizing IT processes, Huseyin reveals the metrics that really matter, how customer effort is often overlooked, and the strategies his team used to slash ticket resolution times in half despite a surge in ticket volumes.
You'll learn:
1. Which KPIs actually drive value in IT service management (and which don’t)
2. Why focusing on "customer effort" is crucial for IT support success
3. How to handle a threefold increase in ticket volume without losing control
4. The key lessons from bringing outsourced tasks back in-house
5. How empowering your team can drastically cut ticket resolution times
___________
Get in touch with Huseyin Uysal on LinkedIn: https://www.linkedin.com/in/huysal89/
___________
Details about ISS:
Website: https://www.issworld.com/en
Industry: Facilities Services
Company size: 10,001+ employees
Headquarters: Copenhagen, Denmark
___________
About the host Elias Voelker:
Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.
Get in touch with Elias via LinkedIn or email podcast@checkmk.com.
___________
Podcast Music:
Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/
___________
Thanks to our friends at SAWOO for producing this episode with us!

52 قسمت

#Tech #Business #Elias Voelker #Itmanagement #Itservicemanagement #Monitoring #Itinfrastructure #Itoperations

ITOps, DevOps, AIOps - All Things Ops

Ep. 45 - The Metrics That Matter: Optimizing ITSM by Focusing on Customer Effort – with Huseyin Uysal

ITOps, DevOps, AIOps - All Things Ops

13 subscribers

published حدود یک سال پیش

اشتراک گذاری

MP3•خانه قسمت

52 قسمت

#Tech #Business #Elias Voelker #Itmanagement #Itservicemanagement #Monitoring #Itinfrastructure #Itoperations

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47 weeks پیش56:05

56:05

Learn from Paul Teodorescu 's 25 years of IT experience as he shares the importance of transparency, credibility, and connecting with people in the tech industry. In this episode, Paul shares his journey from crawling under desks at Merrill Lynch to advising top firms like Morgan & Morgan. Explore the nuances of interim management versus advisory roles, and discover how IT challenges remain consistent across industries. Paul emphasizes the importance of connecting with people, attending and speaking at events, and transitioning from reactive to proactive IT management. Listen in for Paul's perspectives on open-source versus closed-source technologies, the benefits of a cloud-first approach, and the art of public speaking and moderating panels. You'll learn: 1. The strategic benefits of interim management versus advisory roles 2. Similarities and differences between IT challenges across industries 3. The importance of transparency and credibility in IT 4. How to effectively transition from reactive to proactive IT management 5. The pros and cons of open source versus closed source technologies Get in touch with Paul on LinkedIn: https://www.linkedin.com/in/paultotherescue/ Elias' blog and TED Talk recommendation: Wait But Why by Tim Urban | https://waitbutwhy.com/ Tim Urban TED talk | https://www.youtube.com/watch?v=arj7oStGLkU&ab_channel=TED ___________ About the host Elias Voelker : Elias is the VP for North America at Checkmk . He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons. Get in touch with Elias via LinkedIn or email podcast@checkmk.com . ___________ Podcast Music: Music by Ströme, used by permission ‚Panta Rhei‘ written by Mario Schoenhofer (c)+p 2022, Compost Medien GmbH & Co KG https://stroeme.com/ https://compost-rec.com/ ___________ Thanks to our friends at SAWOO for producing this episode with us!…

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مشابه ITOps, DevOps, AIOps - All Things Ops

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ITOps, DevOps, AIOps - All Things Ops « » Ep. 45 - The Metrics That Matter: Optimizing ITSM by Focusing on Customer Effort – with Huseyin Uysal

Ep. 45 - The Metrics That Matter: Optimizing ITSM by Focusing on Customer Effort – with Huseyin Uysal

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مشابه ITOps, DevOps, AIOps - All Things Ops

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ITOps, DevOps, AIOps - All Things Ops « »
Ep. 45 - The Metrics That Matter: Optimizing ITSM by Focusing on Customer Effort – with Huseyin Uysal