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"How to Implement metrics for IT service management" -
awareness web-cast
Pre-recorded Educational Event
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Improve performance using metrics
for IT Service Management based on ITIL®
Framework
ITIL®
(“ITIL® is a Registered Trade Mark of the Office of Government
Commerce in the United Kingdom and other countries”) |
Facilitator:
David Smith (President - Micromation) -
Biography
Cost: $Free
Venue: Hosted by Microsoft Live Meeting |
Premise
You need to be able to identify, measure and communicate the metrics
that reflect the benefits that IT is delivering to the business units as
a result of their investment in IT Service Management (ITSM) process and technology.
The goal of this Webcast is to provide the participant with a
measurement framework to align IT with the business objectives to create
value through continuous improvements.
This Webcast will provide the basic concepts around measurements for
business/IT alignment, achieving compliance and driving operational
excellence.
Details
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Description
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The Webcast introduces the fundamentals of improving IT Service
Management performance using metrics to steer, control and
optimize IT strategy, tactical and operational service delivery
based on the IT Infrastructure Library (ITIL®). |
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Who Should Attend?
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Senior IT and business executives, IT
management and staff, consultants, project managers and others
interested in learning about measuring and implementing IT
Service Management metrics. |
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Duration |
1 Hour |
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Format |
Awareness level overview with Q&A |
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Curriculum |
The course introduces the learning objects
outlined below for each of the IT Service Management processes
(Incident, Problem, Configuration, Change, Release, Service
Level, Availability, Capacity, IT Service Continuity, and
Financial) and Service Desk. |
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Outline |
· Measurement
framework - continuous improvement
· Monitoring,
analysis, reporting, tuning, optimizing
· Dashboards,
scorecards, process maps, causal maps
· Aligning
key
goal indicators, critical success factors, key performance
indicators, key performance metrics, fact based metric. |
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Prerequisites |
None |
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Examination |
None |
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Reference Material |
None |
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Interested in
viewing?
*Please make sure you provide us the names of all attendees if
registering more than one person.
File: events1.htm
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Benefits you will gain |
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Provide the instrumentation for management
control
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Easier to concentrate what’s important
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Easier to spot danger in time to correct it
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Stimulates healthy competition between
process owners
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Helps align IT with the business goals
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Drives cost/effectiveness
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What you will learn |
- Basic measurement concepts, core elements and scorecard
techniques
- ITSM process maps for operational, tactical and
strategic services
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Key
goal indicators, critical success factors, key performance
indicators, key performance metrics, fact metrics
- Measurement life-cycle of monitoring, analysis, tuning
and process improvement.
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