ITSM Metrics Training
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.
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.
There are three common measurement constraints to overcome:
- 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.
- 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.
- 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.
|1. Measurement framework||1. Measurement process||1. 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 information||5. Create scorecards|
|6. Presenting information||6. Create reports|
|||7. Corrective actions|||
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
Lesson 3 - Reporting and Analysis Techniques for Decision Support
Lesson 4 - Creating a Business Case for a Measurement Framework
Lesson 5 - Implementing a measurement framework
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
There are no follow-ons for this course.