ITSM
Metrics Training - Introduction - 1 Day - Detailed Course Outline
Students will learn
how to create and deploy a measurement framework that creates
business value; and learn how to implement a closed-loop
measurement framework that ensures they are measuring what’s
important in a coherent and structured approach that is aligned
to realize goals (see detailed course outline).
Realize the benefits of
ITIL®/ITSM services and processes by improving your performance
by learning how to implement a measurement program and metrics
for IT Service Management (“ITIL® is a Registered Trade Mark of
the Office of Government Commerce in the United Kingdom and
other countries”).
These are practical, hands-on,
non-certification training 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 modules 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 module focuses on a specific area and provides the
instruction, worksheets and know-how to enable the student to
perform the actions required.
COURSE OBJECTIVE
IT Service Management
(ITIL along with ISO 20000) are revolutionizing how IT systems are being
deployed and managed. By treating IT as a set of services to support
specific business processes and functions, IT managers have the ability
to establish and promote the value of IT to the business. However, as
you can’t manage what you can’t measure, IT service measurement is a
critical component of an IT services deployment. There are typically
three constraints on IT service implementations:
IT service measures
are not clearly specified and do not clearly support specific
management decisions. They support management goals, but are fuzzy
in their support of specific decisions and management targets and
objectives.
Many IT managers lack
the skills and methods to analyze IT service data to support
corrective or preventative action. Reactive and proactive techniques
are often mismatched or misused, or analysis is no clearer than the
original goal of the measurement in the first place. For many,
analysis is a dark art.
Underlying data
collections systems are not designed to support the management
decisions needing support or the analysis methods that would be
used. This hinders analysis and further renders IT service
measurement less than useful.
This course is
designed to address the first constraint. Serving the needs of
Executive and Senior IT Managers, this introduction course provides an
outline for a measurement framework to steer and control an organization
to create business value.
Day 1 – Executive Stream - Implementing a Measurement
Framework to Create Business Value
Students will learn
how to create and deploy a measurement frame work that creates
business value. Students will learn how a closed-loop measurement
framework ensures they are measuring what’s important to the
organization.
We
intend that all students attend the Executive Stream to ensure that all
levels of IT Service Management are aligned on the specific objectives
and purpose of an IT measurement framework.
INSTRUCTORS AND CONTACT INFORMATION
David
A. Smith
Instructor
david.smith@ micromationinc.com
(705)
792-5690
Dr.
Bill Carruthers
Instructor
bill.carruthers@ micromationinc.com
416-458-0225
COURSE ELEMENTS
Leadership:
Yes
Global view:
Yes
IT skills:
Some
Participation:
Yes
Group work:
Yes
Written skills:
No
Numeracy:
Yes
Innovation:
Yes
Oral skills:
Yes
COURSE DESCRIPTION
This is a senior seminar to implement skills and methods
for measuring IT services and IT service performance. Following the
measurement lifecycle of monitoring, analysis, tuning and
implementation, the course provides an introduction to a measurement
framework.
In the Executive stream students will learn how to
create and deploy a measurement framework that creates business
value. Students will learn how to implement a closed-loop
measurement framework that ensures they are measuring what’s
important in a coherent and structured approach that is aligned to
realize goals that improve efficiency, effectiveness, quality and
compliance. Starting with an introduction, students will learn the
benefits of a measurement framework; key concepts and techniques;
why they work; and how they create value. Student will also learn
how to identify what’s important to measure using goal alignment;
where to provide direction with targets; when to intervene and take
corrective action; and methods for quantifying benefits realized.
Finally students will learn how to articulate the value/return on
investment and steps necessary for implementing and managing their
measurement framework.
LEARNING OUTCOMES
The course covers the first stream out of three streams
which build on one another:
Executive
Manager/Analyst
Technical
The learning objectives of the first stream include:
Executive Stream
Articulate the benefits of a measurement framework.
Understand how and why a measurement framework create value.
Explain the principles of goal alignment using measurements.
Explain reporting techniques using dashboards & scorecards .
Articulate the value on investment (VOI) of a measurement
framework.
Identify The steps required to implement a measurement
framework.
REQUIRED COURSE MATERIALS AND READINGS
[DS] David
A. Smith, Implementing Metrics for IT Service Management, itSMF
International – Van Haren Publishing, 2008.
EVALUATION
In class presentations/discussions (Group):
Much of the course will make use of breakout sessions
where students will perform specific exercises and report results back
to the class for evaluation.
