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

ITOps, DevOps, AIOps - All Things Ops

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 success
3. How to handle a threefold increase in ticket volume without losing control
4. The key lessons from bringing outsourced tasks back in-house
5. How empowering your team can drastically cut ticket resolution times
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Get in touch with Huseyin Uysal on LinkedIn: https://www.linkedin.com/in/huysal89/
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Details about ISS:
Website: https://www.issworld.com/en
Industry: Facilities Services
Company size: 10,001+ employees
Headquarters: Copenhagen, Denmark
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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].
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Podcast Music:
Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/
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Thanks to our friends at SAWOO for producing this episode with us!