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Axios Systems Webinar

Stephen MannSenior Analyst, Forrester Research, Inc

40 Minute Presentation.

“Using ITSM to Increase Business User Satisfaction

and the Perception of IT”

Joe BeighleyBusiness Solutions Consultant, Axios Systems

Facilitator and Q&A

Blog.axiossystems.com @Axios_Systems Axios on LinkedIn

Join the LinkedIn Conversation: j.mp/XX4hztOr search LinkedIn Groups: “How to Increase IT Customer Satisfaction”

#ITsatisfaction im@axiossystems.com

© 2012 Forrester Research, Inc. Reproduction Prohibited

Coverage

Scene setting – where are we now?

The rising importance of “the customer” and “business value”

Using ITSM to better serve and meet customer needs (and expectations)

Customer-centricity and Outside-In

Recommendations

© 2012 Forrester Research, Inc. Reproduction Prohibited

Scene setting – where are we now?

And are we adding sufficient business value?

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CEOs See Technology As The Most Critical External Force Affecting Their Firms

IT’s Self-Assessment Is More Positive Than Business Executives’ View Of IT

May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”5

The latest big disruption = complexity

201220112010200920082007

Virtualization

Cloud

Consumerization

Social Media

Accelerant

Manual

Ability

Increasing

customer

demand and

expectations

Key IT Service Delivery Challenges: High-Level View

• IT cost transparency and value demonstration.

#1 Increased Business Scrutiny

• Agility, availability, “hardware,” and support and customer service.

#2 Increased Business Expectations

• Cloud per se, mobility, and governance.#3 Increased Business and IT Complexity

Source: http://blogs.forrester.com/stephen_mann/11-12-16-top_10_it_service_management_challenges_for_2012_more_emphasis_on_the_service_and_the_management

Register For The Full Live Webinar

http://forms.axiossystems.com/Forrester_Webinar_Reg_EN

With Stephen Mann, Senior Analyst

Wednesday 27th February 2013

9am New York | 2pm London | 3pm Berlin | 6pm Dubai