Discover why IT needs to measure digital employee experience (DEX) to enhance IT service management (ITSM). Research from Ivanti’s “Elevating the ITSM Experience” shows how high-performing organizations can leverage data, automation and measurement to radically rethink – and transform – service desk efficiency and experience.

Read the full report for more: ivanti.com/ITSM-experience.

Ivanti Expert Sterling Parker (SVP Global Technical Support) dives into the critical DEX metrics IT should measure, including device telemetry, support consumption trends, CSAT, application performance, and security indicators.

Today, many organizations fail to prioritize user experience when measuring helpdesk performance, often due to misalignment of priorities, failure to recognize certain behaviors, and a lack of integration between their ITSM platform and other key business functions.

Sterling shares how organizations can take the first steps to integrate tools to reap the value of end-user experience metrics. Tracking user experience allows IT teams to identify areas of friction in user workflows and leverage tools like automation and self-service capabilities to proactively remediate issues.

By identifying the friction points, it allows IT leaders to make an informed decision in the moment to optimize service delivery outcomes – saving IT time and boosting overall employee satisfaction and productivity.

Get key insights into how DEX metrics empower organizations to pinpoint friction points, automate workflows, and enhance overall employee productivity and satisfaction. Don’t miss out on these invaluable insights to transform your ITSM and build a more proactive service desk experience. And for more information, see our original research at: ivanti.com/ITSM-experience

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