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Thu, Mar 25



Cherwell Technical Deep-Dive: KPIs

Matching KPIs to Critical Success Factors

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Cherwell Technical Deep-Dive: KPIs

Time & Location

Mar 25, 2021, 1:00 PM – 2:00 PM EDT


About the Event

Many IT service desk leaders and practitioners wonder whether they have the right portfolio of KPIs and metrics, even when they are hitting (or exceeding) the targets they have established. If this sounds familiar, then this webinar is for you. We are going to be showcasing many KPIs and matching these KPIs to critical success factors. In this webinar, we are going to review:

• Understanding KPIs, why do I need them, and how do I use them 

• Using KPI information to make decisions to improve service delivery, customer experience, and efficiencies

• Showcasing the dashboard technology inside of Cherwell

• How dashboards work 

• Considerations for your KPIs

Meet the speakers:

Robert Goguen has over 20 years of professional experience in the delivery of IT services and training, Robert joined forces in 2016 with Excalibur to establish the company’s expansion into Canada overseeing all Canadian operations.  Throughout his career, Robert has had extensive experience in ITSM operations, implementation, and training. With over 30 professional and industry-recognized certifications in both IT & business, Robert uses a combination of experience and education to help serve customer organizations at every level of business IT. Robert is passionate and dedicated to helping customers identify their needs while overcoming their organizational challenges when working towards achieving their strategic goals. 

Sean Docherty has 20 years of professional experience in various aspects of the IT industry. Sean joined the Excalibur Canadian team in 2019.

During his career, Sean has seen and moved up through the IT industry. From starting out on a Help Desk and graduating to managing a SharePoint deployment for an industry-leading recognized cybersecurity firm. Once Sean discovered the ITSM/ESM space, he discovered his niche and continues to pursue delivering customized solutions to assist customers in overcoming challenges and achieving strategic goals to propel the customer to become a leader in their vertical.

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