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ITSM Metrics Training

Certificate: ITSM Metrics Training​Accreditor: Micromation
​Duration: 1/2 day, 1 day, 2 days​Language: English
​Delivery: ​Self-pace, Virtual, On-site, Off-Site, Workshop, Briefing​Exam: None

​Implementing Metrics for ITSM KPI Scorecards 

Get ITSM metrics training for implementing metrics for ITSM using KPI scorecards. Learn an ITSM metrics framework, ITSM metric examples, metrics best practices and metrics reporting.

Course Description:

IT Service Management has come a long way in improving how IT systems are being built, deployed and managed.    

But when you don't have enough time, things tend to suffer.  We're pulled in many directions, we cut corners and we lose focus on what's important in creating real value.   We certainly don't have time to stop and measure where we spend our time.

And there's the conundrum.  It's tough to effectively manage what we don't measure.  This is called "managing by the seat of your pants" which is risky at best.

Having the right measurements in place helps us learn more quickly through feedback and make better decisions on necessary improvements that keep us laser focused on value creation.

They help to:

  • validate, direct, intervene and justify
  • concentrate on what's important
  • spot danger in time to correct it
  • provide the instrumentation for management control
  • analyze, troubleshoot, predict and prevent
  • determine root cause and corrective actions 

This course is offered in three (3) consecutive modules "streams" based on typical roles requirement for measurements: value creation, analysis and data collection.


  • IT service managers, analysts, consultants, technical staff, process/service owners and others interested in learning about measuring and improving IT Service Management capabilities.
  • IT professionals who are participating in or involved with lean projects e.g. consultants, practice leaders, Six Sigma practice leaders including all belts.

Learning Objectives:

There are three common measurement constraints to overcome:

  1. What to measure.  Strategic measurements are not clearly specified and/or do not adequately support value creation. Tactical measurements (text-book) are fuzzy in their support of aligned management targets and objectives. Operational metrics focus on speeds/feeds and are not often associated with tactical or strategic measures.
  2. Interpreting results.  Many lack the skills and methods required to analyze metrics data to support corrective or preventative action. Reactive and proactive techniques are often mismatched or misused.  For many, analysis is a dark art, reports and data are not acted on.
  3. Getting/trusting data.  Underlying data collections systems are not designed to support analytical methods required for management decision making. Data availability, reliability, timeliness, gaps, precision, accuracy and slim documentation can create trust issues.  This hinders analysis and renders the measurements less than useful.

We provide three modules to address each of the constraints with the following learning objectives:

Module 1 – Value Stream - Using Measurements to Create Business Value

  • 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.

Module 2 – Analysis Stream -  Improving Decision Analysis and Initiating Action

  • Manage the measurement lifecycle using a repeatable measurement process. 
  • Define what to measure and verify what can be measured as part of the administrative sub-process. 
  • Understand how to gather the required data to produce the metrics using the administrative and monitoring sub-processes.
  • Process the data using the reporting sub-process.
  • Analyze the data to determine if corrective actions are required.
  • Present and use the data to make better decisions using the Tuning sub-process.
  • Implement corrective actions to drive performance improvements using the implementation sub-process.
  • Improve the effectiveness of the measurement framework using a review process.

Module 3 – Data Stream –  Gather, Process and Report Meaningful Management Information

  • Define and create metrics meta-data in a measurement database to support management's goals and objectives for specific IT service management processes.
  • Create metric entries and set threshold parameters to support targets and objectives. 
  • Configure models to gather data for extract, transform and load into a measurement database. 
  • Process data for a specific measurement cycle. 
  • Configure scorecards to support management decision analysis processes.
  • Create sample reports to help make corrective actions. 


Value Stream (1/2 day)Analysis Stream
(1 day)
Data Stream (1/2 day)
1. Measurement framework1. Measurement process1. Create metrics tree
​2. Value creation​2. What to measure​2. Metric definitions
​3. Reporting techniques​3. Gathering data

​3. Configure ETLs

​4. Return on investment​4. Processing data​4. Create metrics
​5.  Implementation​5. Analyzing information5. Create scorecards
​6. Presenting information​6. Create reports
​7. Corrective actions


Course Outline

Value Stream (1/2 day)

Lesson 1 – Why Implement a Measurement Framework

  • Consequences and risk (pain points) of not having a measurement framework
  • Objectives of a measurement framework
  • Common business needs, drivers and use cases for a measurement framework
  • Benefits of an effective measurement framework by stakeholder group

Lesson 2 - Using Measurements to Create Business Value

  • What is value
  • Goal alignment principles
  • How/why measurement frameworks create value

Lesson 3 - Reporting and Analysis Techniques for Decision Support

  • Reporting techniques using dashboards & scorecards
  • Analysis techniques for decision support

Lesson 4 - Creating a Business Case for a Measurement Framework

  • Calculating ROI
  • Creating the business case outline

Lesson 5 - Implementing a measurement framework

  • Preparing the implementation blueprint
  • Implementing and operating the measurement framework/process 


Analysis Stream (1 day) 

Lesson 1 - Managing the measurement lifecycle

  • Explain the 7 step improvement process
  • Explain the measurement process objectives, inputs, activities and outputs
  • Identify and articulate the roles, responsibilities and skills that support continual service improvement activities
  • Identify and articulate the technology considerations required to support continual service improvement activities

Lesson 2 – Define what to measure and verify what can be measured

  • Explain basic measurement concepts
  • Identify what should be measured based on what’s important
  • Verify what can be measured based on existing data sources and capabilities

Lesson 3 – Gather the required data to produce the metrics

  • Understand the construct of the measurement database MDB
  • Understand methods and techniques used for data warehousing
  • Identify methods and techniques used for collecting disparate data

Lesson 4 – Process the data using the reporting sub-process

  • Explain how to process the data
  • Explain how to produce the reports

Lesson 5 – Analyze the data using Six Sigma tools

  • Determine what to analyze
  • Determine outliers that may trigger further investigations
  • Identify and articulate reactive analysis techniques used for investigations
  • Identify and articulate proactive analysis techniques that can predict and avoid future issues
  • Identify and articulate general analysis techniques

Lesson 6 – Present and use the data

  • Identify and articulate how to present the information
  • Identify and articulate how to use the data to make better decisions
  • Identify and articulate how to prepare improvement recommendations

Lesson 7 – Implement corrective actions

  • Identify and articulate methods to implement corrective actions
  • Identify and articulate methods to verify improvements


Data Stream (1/2 day)

Hands on practice creating metrics, collectors, MDB, scorecards and reports.

Lesson 1 - Create a metrics tree

Lesson 2 – Create the metrics database

Lesson 3 – Configure a data collector model (ETLs)

Lesson 4 - Process the data and load the measures

Lesson 5 – Analyze the data

Lesson 6 – Present and use the data



There are no prerequisites for this course.


There is no exam for this course

Follow-On Courses:

There are no follow-ons for this course.

Delivery Options

We offer alternative methods of training delivery.  Choose one best for you.

Self-Paced Learning

This training course has been pre-recorded.   Learn at your own pace and schedule.

Module 1 - Value Stream

Module 1 - Value Stream and

Module 2 - Analysis Stream

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 Virtual ​Classroom Schedule & Registration


Other Delivery Options

We also offer Self-pace, On-site classroom, Off-Site classroom, Workshop and Briefing delivery options for this training.   Please contact us to learn more or get a free estimate.