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ITSM Metrics
Training
Learning how to Implement Metrics
for IT Service Management. |
Learn How to Implement Metrics for IT Service Management
Realize the benefits of ITIL/ITSM by improving your
performance by learning how to implement a measurement program and
metrics for IT Service Management.
These are practical, hands-on
non-certification programs. They are perfect for learning the
skills required for successful ITSM Metrics Implementations. We have
distilled years of experience into a series of training programs
with easy-to-use templates students can use when they get back to
work.
These programs teach how to
improve IT Service Management performance using metrics to steer,
control and optimize the IT strategy for maximum yield. Each
program focuses in a specific area and provides the instruction,
worksheets and know-how to enable the student to perform the actions
required.
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Features: 
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Why Metrics?
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Need to manage pace of change i.e.
agility |
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Need to improve IT/business
alignment i.e. enablement |
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Need to be compliant i.e. SOX,
C198, ISO20000, service levels |
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Need for IT governance i.e.
management control |
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Need to improve service levels
i.e. availability and performance |
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Need to improve service quality
i.e. customer satisfaction |
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Need to improve cost/value i.e.
efficiency and effectiveness. |
Measurement framework and methodology provides the
following features:
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Align IT with business objectives |
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Maintain compliance requirements for business
operations |
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Drive operational efficiencies, effectiveness and
quality. |
What you will learn:
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Continuous improvement i.e. W.
Edwards Deming's Plan/Do/Check/Act model |
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Top-down design approach for
aligning goals and objectives |
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Process and service based IT
service management approach |
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Scaleable and flexible
fit-for-purpose model with hundreds of sample metrics and scorecards |
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Bottom-up reporting of facts,
metrics, indicators, scorecards and dashboards |
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Aggregation of metrics to
formulate key performance indicators |
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Accountability and roles based
matrix models |
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Techniques for comparative, causal
and predictive analysis |
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Method for filtering improvement
initiatives and tracking performance status |
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Ability to report performance
improvements and derived value based benefits |
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Multiple implementation methods
and scenarios |
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How to check-lists for planning
and implementing metrics. |
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Learning Modules: 
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Many learning modules to choose from:
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Overview |
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Introduction |
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Implementation |
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Practitioner |
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Expert |
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How to Implement Metrics for IT
Service Management Book and limited version of myKPI
Designer©. |
Learn how to realize the benefits of ITIL/ITSM by improving your
performance using a measurement framework for IT Service Management.
This softcopy book and software templates provides exceptional value for
self-study. |
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ITSM Metrics Awareness
– two hour Instructor Led Training (ILT,ILC,WBT) |
The 2-hour “Overview” defines a measurement framework used to
drive business and IT alignment, meet compliance and achieve
operational excellence. |
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ITSM Metrics
Awareness – half day Instructor Led Training (ILT,ILC) |
The one-half day “Introduction” course introduces the attendee
to methods of designing, implementing, and optimizing a quality
and performance improvement program. |
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ITSM Metrics
Awareness – full day Instructor Led Training (ILT,ILC) |
The one-day “Implementing”
IT Service Management Metrics” discusses and demonstrates
practical examples of how to implement a performance improvement
approach using a case study example for IT service management. |
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ITSM Metrics
Accelerated Foundations – two day Instructor Led Training
(ILT,ILC) |
The ITSM Metrics Foundation
course 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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ITSM Metrics Practitioner
Support & Restore IPSR – three day Instructor
Led Training (ILT,ILC) |
This course focuses on
implementing ITSM metrics to help manage and control the support
and restore activities, processes and functions to deliver
optimal business value. The practitioner will learn what’s
required to validate, direct, justify and intervene when
necessary to drive efficiency, effectiveness and quality for the
incident and problem management processes and the service desk
function. |
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ITSM Metrics
Practitioner Release & Control IPRC – three day Instructor
Led Training (ILT,ILC) |
This course focuses on
implementing ITSM metrics to help manage and control the release
and control activities and processes to deliver optimal business
value. The practitioner will learn what’s required to validate,
direct, justify and intervene when necessary to drive
efficiency, effectiveness and quality for the release, change
and configuration management processes. |
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ITSM Metrics
Practitioner Agree & Define IPAD – three day Instructor Led
Training (ILT,ILC) |
This course focuses on
implementing ITSM metrics to help manage and control the "agree
and define" activities and processes to deliver optimal business
value. The practitioner will learn what’s required to validate,
direct, justify and intervene when necessary to drive
efficiency, effectiveness and quality for the service level and
financial management processes. |
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ITSM Metrics
Practitioner Availability & Performance IPAP – three day
Instructor Led Training (ILT,ILC) |
This course focuses on
implementing ITSM metrics to help manage and control the "availability
and performance" activities and processes to deliver optimal business
value. The practitioner will learn what’s required to validate,
direct, justify and intervene when necessary to drive
efficiency, effectiveness and quality for the availability and
capacity management processes. |
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ITSM Metrics Expert SME - five
day Instructor Led Training (ILT,ILC) |
This course focuses on
implementing ITSM metrics to help manage and control the service
delivery and service support activities and processes to deliver optimal business
value. The expert will learn what’s required to validate,
direct, justify and intervene when necessary to drive
efficiency, effectiveness and quality for all service delivery
and service support processes. |
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Benefits: 
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Metrics, when used effectively within the
measurement framework, help to:
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Provide the instrumentation for
management control |
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Make it easier to concentrate what’s
important |
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Make it easier to spot danger in time
to correct it |
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Improve moral in an organization by
recognizing successes |
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Stimulate healthy competition between
process owners |
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Align IT with the business goals and
objectives |
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Drive cost efficiencies and
effectiveness |
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Improve service levels and quality of
service increasing satisfaction. |
ITSM Training benefits:
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Save time - learn hundreds of
metrics, scorecards and dashboards techniques that work |
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Save money - minimal investment
approach which can drive significant cost avoidance and savings |
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Low risk - helps plan migration
path for more costly business intelligence systems reducing risks |
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Easy to learn - template approach
makes it easy to learn metrics, scorecards and dashboards |
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Peace of mind - built on industry
standards using the IT Infrastructure Library ITIL™
of best practices |
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Faster results - template approach
with methodology provides a path for quick wins. |
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What
do I get? 
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Training delivery options
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Instructor led training Instructor Led Training (ILT) on-premise
- Instructor led
training Instructor Led Training (ILC) off-site classroom
- Web based training (WBT) |
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Workbook |
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Optional testing |
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myKPI Designer©
scorecard accelerator - demo version - metrics, scorecards
and dashboards |
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Complimentary Services: |
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Metrics Training