IT Metrics - Foundations


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ITSM Metrics Training

Learning how to Implement Metrics for IT Service Management.

ITSM Metrics Training - Accelerated Foundations

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 - Accelerated Foundations

Description:

The ITSM Metrics Accelerated 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®). It culminates with an optional one-hour examination.

Who Should Attend:

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. It is especially designed for consultants and others for whom time away from their main endeavors is money “out of pocket.”

Duration:

2 expanded days

Curriculum:

Format	Interactive classroom lectures, discussion, team exercises, quizzes and optional exam.

Curriculum	The course introduces the learning objects listed 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.

Outline	· Measurement framework - continuous improvement · Monitoring, analysis, reporting, tuning, optimizing · Dashboards, scorecards, process maps, causal maps · Activities, implementing & optimizing · Benefits, costs and potential problem areas · Key goal indicators, critical success factors, key performance indicators, key performance metrics

Prerequisites:

None

Examination:

An optional one-hour examination is given at the end of the course to test comprehension understanding.

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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