1. How Will You Document Success?
1/2/2019
How Will You Document Success?
Measuring Success
Drive Continuous Improvement

2. What to Consider Milestones Quantity Financial Compliance Quality
Efficiency

3. Measure – should be done for each area requiring measurement
The Why
Demand for higher quality service at a lower cost
The What
Simplified user experience and data driven operations management
The Behavior
Drive self-service, improve service, measure cost
Information Need
Has experience improved? Are costs down?
Indicator
What is your current measurement???
How will you determine success? (Example: What was Csat – current Csat = derived, then compared to derived measure of cost to deliver that experience)
Derived Measure
Base Measure

4. 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 it took to fill out a printed form, save it and then attach to a ticket vs new process
Base it off an “average”
Include in messaging…
Did you know that on average filling out the self-service form on the portal saves you approximately 5 minutes vs calling in? If all requests were done via the portal we would save an average of 3,000 minutes 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 minutes?
Use averages in the messaging

5. Example Success Story – Business Value
25 Non-IT teams replaced 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
Also, in the Public Relations group, a program for matching charitable donations was taking up nearly 70 percent of one employee’s time, until IT used myQ and ServiceNow to automate all of the manual steps involved

6. 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 or 10 out of 10
Upstream’s Net Promoter scores increased from 18 to 44.2
200%+ increase in satisfaction!