Sneak peek at the content for our upcoming webinar. Register here - http://goo.gl/mweRi - or via the link at the end of the slidedeck and join Stephen Mann, Senior Analyst at Forrester Research,as he explores how organizations can use IT Service Management (ITSM) strategies and technology to: - Change the culture of IT to focus on business user productivity and satisfaction - Capture business user needs to deliver what they really want and need from IT - Measure IT customer satisfaction and the perception of IT - Use ITSM practices and tools to drive increased productivity and satisfaction

1. Axios Systems Webinar
“Using ITSM to Increase Business User Satisfaction
and the Perception of IT”
Stephen Mann Joe Beighley
Senior Analyst, Forrester Research, Inc Business Solutions Consultant, Axios Systems
40 Minute Presentation. Facilitator and Q&A
Join the LinkedIn Conversation: j.mp/XX4hzt
Or search LinkedIn Groups: “How to Increase IT Customer Satisfaction”
#ITsatisfaction im@axiossystems.com
Blog.axiossystems.com @Axios_Systems Axios on LinkedIn
1

2. Coverage
Scene setting – where are we now?
The rising importance of “the
customer” and “business value”
Using ITSM to better serve and meet
customer needs (and expectations)
Customer-centricity and Outside-In
Recommendations
© 2012 Forrester Research, Inc. Reproduction Prohibited

3. Scene setting – where are we now?
And are we adding sufficient business value?
© 2012 Forrester Research, Inc. Reproduction Prohibited 3

4. CEOs See Technology As The Most Critical External Force Affecting Their Firms

5. IT’s Self-Assessment Is More Positive Than Business Executives’ View Of IT
5
May 2012 “Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement”

6. The latest big disruption = complexity
Increasing Consumerization
customer
demand and
Cloud
expectations
Social Media
Manual
Ability Virtualization
Accelerant
2007 2008 2009 2010 2011 2012

7. Key IT Service Delivery Challenges: High-Level View
#1 Increased • IT cost transparency and value
Business Scrutiny demonstration.
#2 Increased
• Agility, availability, “hardware,” and
Business
Expectations support and customer service.
#3 Increased • Cloud per se, mobility, and governance.
Business and IT
Complexity
Source: http://blogs.forrester.com/stephen_mann/11-12-16-top_10_it_service_management_challenges_for_2012_more_emphasis_on_the_service_and_the_management

8. Register For The Full Live Webinar
With Stephen Mann, Senior Analyst
Wednesday 27th February 2013
9am New York | 2pm London | 3pm Berlin | 6pm Dubai
http://forms.axiossystems.com/Forrester_Webinar_Reg_EN