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Session 302: ITIL Hacks That Work!: Fast-Track Your Way to ITIL Maturity

Click here to download the updated presentation slides!

ITIL is now a multibillion-dollar industry. ITIL training, certification, and audits are just some of the many ways you can immerse yourself in the world of ITIL. Yet most ITIL initiatives fall short of expectations, and the advent of ITIL4 has only exacerbated the situation.

An emerging class of support organizations are enjoying great success with their ITIL initiatives, reporting reduced costs, lower ticket volumes, and greater customer satisfaction – all as a direct result of their ITIL deployments! But these successful organizations are taking a very nontraditional approach to ITIL. In fact, they’re hacking ITIL to achieve the benefits of the framework at a fraction of the time and cost.

In this case study-focused session, Jeff Rumburg will present and break down three real-world examples of ITIL hacks. Learn how an insurance company reduced their incident volume by more than 50% in just six months by hacking problem management; how one of the largest commercial banks in the world matured knowledge management in less than 90 days; and how a well-known healthcare company reduced their ticket backlog more than 90% by hacking incident management.

Session 602: Tapping the Potential of Self-Service: Success Factors from the Overachievers!

Click here to download the updated presentation slides!

When properly executed, self-service is a win-win for customers and service desks alike. It’s a distinct channel from all others, and it can reduce the cost of support and drive higher customer satisfaction. So, why does self-service often fall short of expectations, and what can be done about it?

There are seven key success factors common to those who realize the full potential of self-service. These include promotion, adoption, user experience, high resolution rates, customer feedback, service desk follow-up, and managing expectations. While this may sound straightforward, as always, the devil is in the details.

In this session, Jeff Rumburg will share specific case studies and benchmarking data to illustrate how to plan, implement, and manage self-service. He’ll also share a planning template with specific milestones, critical path dependencies, and timelines for those who wish to realize the full potential of self-service.

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