Students will learn how to create
and deploy a measurement framework that creates business value;
learn how to manage the measurement lifecycle using a repeatable
process to drive continual service improvements; and learn how
to administer the measurement framework to gather, process and
report meaningful management information (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.
Title:
LIVE WBT: IMPLEMENTING ITSM METRICS – FOUNDATIONS – 3 DAY
Description:
The 3 day Implementing
ITSM Metrics Foundation course introduces a measurement framework to
create business value using a repeatable measurement process that drives
continual service improvements. Students learn to administer the
measurement framework to gather, process and report meaningful
management information using practical hands-on examples.
Who Should Attend:
IT
managers, analysts, consultants, technical staff, process/service owners
and others interested in learning about measuring and improving IT
Service Management capabilities.
Duration:
3 days
Location:
Live web based
training - a live instructor will facilitate the learning experience
using a virtual class room.
Curriculum:
Format
Interactive
web-based virtual classroom lectures, discussion, team
exercises, quizzes and hands-on practice with simulation tool.
Curriculum
Students will
learn how to create and deploy a measurement frame work that
creates business value; learn how to manage the measurement
lifecycle using a repeatable process to drive continual service
improvements; and learn how to administer the measurement
framework to gather, process and report meaningful management
information.
Outline
Day 1 – Executive Stream - Implementing a
Measurement Framework to Create Business Value.
Day 2 – Manager/ Analyst Stream - Managing
and Using a Measurement Framework to Improve Decision
Analysis and Drive Continual Service Improvements.
Day 3 – Technical Stream – Administering a
Measurement Framework to Gather, Process and Report
Meaningful Management Information. Students will learn
Prerequisites:
Some experience
with MS Excel
Examination:
An optional
one-hour examination is given at the end of the course to test
comprehension understanding.
Reference Material:
Each student
receives a study guide, related reference book and simulation tool
prior to or during the class.
