IT Metrics - Awareness


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ITSM Metrics Training

Learning how to Implement Metrics for IT Service Management.

ITSM Metrics Training - Awareness

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.

Title:

ITSM Metrics Training - Awareness

Description:

The 2-hour “Overview” defines a measurement framework used to drive business and IT alignment, meet compliance and achieve operational excellence.

The one-half day “Introduction” course introduces the attendee to methods of designing, implementing, and optimizing a quality and performance improvement program.

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.

Who Should Attend:

Senior IT and business executives, IT management and staff, consultants, project managers and others interested in learning about measuring IT Service Management metrics.

Duration:

	2 Hours
	One-Half Day
	One-day

Curriculum:

	Overview 2 hours	Introduction ½ Day	Implementing 1 day

ITSM metrics overview	ü	ü	ü
Measurement framework	ü	ü	ü
Measurement attributes	ü	ü	ü
Reporting techniques	ü	ü	ü
Analysis techniques	ü	ü	ü
Designing metrics		ü	ü
Measurement process		ü	ü
Costs, benefits & challenges	ü	ü	ü
Implementing & optimizing		ü	ü
Case study review			ü

Prerequisites:

None

Examination:

None

Reference Material:

Each student receives a student study guide. Other ITSM-related study material and books are available for purchase prior to, or during the class.

Complimentary Services:

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