ITOps, DevOps, AIOps - All Things Ops

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

29 Oct 2024

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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 success3. How to handle a threefold increase in ticket volume without losing control4. The key lessons from bringing outsourced tasks back in-house5. 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/enIndustry: Facilities ServicesCompany size: 10,001+ employeesHeadquarters: 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 [email protected].___________Podcast Music:Music by Ströme, used by permission‚Panta Rhei‘ written by Mario Schoenhofer(c)+p 2022, Compost Medien GmbH & Co KGhttps://stroeme.com/ https://compost-rec.com/ ___________Thanks to our friends at SAWOO for producing this episode with us!

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13:00H | 21 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

10:00H | 21 DIC 2025 | Fin de Semana

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12:00H | 20 DIC 2025 | Fin de Semana

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2ª PARTE | 06 ENE 2026 | EL PARTIDAZO DE COPE

01 Jan 1970

El Partidazo de COPE

3ª PARTE | 22 ENE 2026 | EL PARTIDAZO DE COPE

01 Jan 1970

El Partidazo de COPE

3ª PARTE | 04 MAR 2026 | EL PARTIDAZO DE COPE

01 Jan 1970

El Partidazo de COPE

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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

This episode hasn't been transcribed yet

Other recent transcribed episodes

13:00H | 21 DIC 2025 | Fin de Semana

10:00H | 21 DIC 2025 | Fin de Semana

12:00H | 20 DIC 2025 | Fin de Semana

2ª PARTE | 06 ENE 2026 | EL PARTIDAZO DE COPE

3ª PARTE | 22 ENE 2026 | EL PARTIDAZO DE COPE

3ª PARTE | 04 MAR 2026 | EL PARTIDAZO DE COPE

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