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 techniques, skills and
methods needed to analyze metrics to support corrective and/or
preventative actions.
(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 – MANAGER/ANALYST – 2 DAY
Description:
The 2 day Implementing ITSM Metrics Manager/Analyst
course introduces a measurement framework to create business value using
a repeatable measurement process that drives continual service
improvements. Students will learn the processes required to formulate a
closed-loop measurement framework that provides a decision management
control system.
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:
2 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 techniques, skills and
methods needed to analyse metrics to support corrective and/or
preventative actions.
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. Students
will learn the measurement process; what should be measured;
data gathering, processing and reporting techniques;
decision analysis techniques; and steps for implementation
of corrective actions to make performance improvements.
Prerequisites:
None
Examination:
None
Reference Material:
Each
student receives a study guide and related reference book prior to
or during the class.
