How Will You Document Success? Drive Continuous Improvement Measuring Success

What to Consider Milestones Quantity Financial Compliance Quality Efficiency

Organization chart Demand for higher quality service at a lower cost Indicator Derived Measure Base measure Information Need The Behavior The What The Why Simplified user experience and data driven operations management Drive self-service, improved service, measure cost Has experience improved? Are costs down? What is your current measurement? How will you determine success? EX: What was Csat – current Csat = derived compared to derived measure of cost to deliver that experience

Measurement – Keep it Simple Recommendation Identify what you can measure simply such as: Time saved by automating password reset Time spent filling out self-service form vs calling the help desk Time spent to fill out a printed form, save it and then attach to a ticket vs new process Base it off an “average” Include averages in the messaging… Did you know that on average filling out the self-service form on the portal saves you approximately 5 mins. vs calling in? - If all requests were done via the portal we would save an average of 3,000 mins. per week! Did you know that by eliminating the need to attach forms through our new design your time to request common items will be lessened on average by 10 mins.?

Example Success Story – Business Value 25 non-IT teams replaced email inboxes, distribution lists, and spreadsheets with ServiceNow Automation has saved ~ 2,000 IT man hours per year ~600 automated requests per month pass through the system Until IT used myQ and ServiceNow to automate all of the manual steps involved in the Public Relations group, nearly 70 percent of one employee’s time was taken up by a program for matching charitable donations.

Success Stories – User Experience Transformed rudimentary IT call logging and saw the difference: Consistently exceeding service expectations Most CSAT surveys come back with a 9/10 or 10/10 Upstream’s Net Promoter scores increased from 18 to 44.2 200%+ increase in satisfaction!

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