To download the slides , you must become a member. Membership is free and sign-up only takes a moment. Click the sign-up button below, complete the short form and checkout. No credit card is required and your membership never expires! Sign Up Already a member? Login What attendees had to say: “Excellent presentation and very valuable info.” “One of the best presentations I went to.” Most IT professionals agree that benchmarking is a proven tool for driving continuous improvement in service and support. Yet fewer than 20% of all IT support groups engage in benchmarking. Time and budget constraints, along with the difficulty of acquiring benchmarking data are the reasons most commonly cited by those who would like to benchmark, but don’t. The recent introduction of SaaS ITSM tools has addressed the many challenges of benchmarking. By eliminating the need for manual data entry through automatic data capture, and by providing continuous updates of performance vs. thousands of support organizations worldwide, it is now possible to benchmark service and support in real time! This, in turn, is enabling organizations to dramatically accelerate their continuous improvement efforts, and reach world-class levels of performance in days or weeks, rather than months or years. This session will present two case studies from prominent companies that have implemented real-time benchmarking with their SaaS ITSM tools. It will document their paths from relative immaturity to world-class performance. Objective benchmarking data will demonstrate graphically the dramatic improvements they were able to achieve in Cost per Ticket, Customer Satisfaction, and key service levels as a result of real-time benchmarking.