All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Introduction to Enterprise Service Management (ESM) In this video, we discuss Enterprise Service Management, or ESM. https://youtu.be/sEgUz550VLs You have probably heard this term before, and you have probably also heard of ITSM, or IT service management. …Jeffrey RumburgJuly 8, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | ITIL Hacks for the Management Practice of Continual Improvement In this video, we’re going to discuss the concept of ITIL Hacks for the Management Practice of Continual Improvement. https://youtu.be/Fyjk7b4sHo4 As many of you know, ITIL is a multi-billion dollar…Jeffrey RumburgJune 24, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Defining World-Class Performance in IT Service and Support In this video, we're going to discuss the definition of World-Class Performance in IT Service and Support. https://youtu.be/NZ0XgoqK6xE You’ve undoubtedly heard this term before. In fact, it is so over-used…Jeffrey RumburgJune 10, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | ITIL Hacks for Knowledge Management In this video, we're going to discuss the concept of ITIL Hacks for Knowledge Management in IT Service and Support. We’ll use a case study involving the ITIL practice of…Jeffrey RumburgMay 20, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | ITIL Hacks for Problem Management In this video, we're going to discuss the concept of ITIL Hacks for Problem Management in IT Service and Support. We’ll use a case study involving the ITIL practice of…Jeffrey RumburgMay 6, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | Shift-Left In this video, we're going to discuss the concept of shift-left in IT Service and Support. https://youtu.be/5KLJJhOfiBw The term shift-left has been around for about 10 years now. It simply…Jeffrey RumburgApril 27, 2020
All ResourcesMetrics Unleashed VLOGService Desk Metrics Unleashed | Service Desk ROI In this video, we discuss the ROI of Service and Support and specifically the ROI of the Service Desk. https://youtu.be/ooEyl1USCFc Service Desk ROI | Metrics Unleashed with Jeff Rumburg ROI…Jeffrey RumburgApril 20, 2020
