Learn How to Implement Metrics for IT Service Management (ITSM)
Realize the benefits of ITIL®/ITSM by
measuring and improving your
performance. Learn how to implement a measurement framework and
metrics for IT Service Management to create real value (“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 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 courses
with easy-to-use templates that 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
course focuses in a specific area and provides the instruction,
worksheets and know-how to enable the student to perform the actions
required.
9 reasons why you should take ITSM metrics
training and implement a measurement framework:
Improves decision making - reduce risks by making better
decisions faster using reliable and factual information covered in
Day 1 value of measurement, Day 2 making better decisions and Day 3
Administration of reliable data repository.
Drives efficiency/effectiveness/quality - optimize your
capabilities by continually improving your efficiency, effectiveness
and quality covered in Day 1 value of measurement, why it works, Day
2 measurement process, what to measure, taking corrective action,
Day 3 building scorecards, dashboards and
reports.
Inspires continuous improvements - improve customer satisfaction
by making performance improvements that meet/exceed expectations
covered in Day 1 value of measurement, why it works, Day 2 cause &
effect analyze, proactive & predictive analysis, making better
decisions, taking corrective action, Day3 building scorecards,
creating dashboards, creating reports
Justifies value realized with factual evidence - increase your
business value by focusing on metrics which demonstrate IT value
either directly or indirectly through goal alignment covered in Day
1 value of measurement, why it works, Day 2 measurement process,
what to measure, Day3 building scorecards, creating dashboards,
creating reports.
Easier to spot danger in time to correct it - improve your
success rate by proactively measuring and spotting danger in time to
correct it covered in Day 1 why it works, Day 2 cause & effect
analyze, proactive & predictive analysis, making better decisions,
taking corrective action, Day3 building scorecards, creating
dashboards, creating reports
Provides the instrumentation necessary to control an organization
- improve your success rate by increasing your management
effectiveness using instrumentation necessary to control and direct
an organization covered in Day 1 why it works, Day 2 cause & effect
analyze, proactive & predictive analysis, making better decisions,
taking corrective action, Day3 building scorecards, creating
dashboards, creating
reports
Easier to concentrate on important matters - Improve your
success rate by focusing on what's important vs. noise covered in
Day 1 why it works, Day 2 cause & effect analyze, proactive &
predictive analysis, making better decisions, taking corrective
action, Day3 building scorecards, creating dashboards, creating
reports
Improves morale in an organization - Improve morale by reducing
staff dissatisfaction by recognizing good things when they happen
and giving credit where and when it's due. These topics are covered
in Day 1 why it works, Day 2 what to measure, Day3 building
scorecards.
Helps align IT with
the business goals - Increase your business benefits/outcomes by
focusing on metrics which demonstrate IT value either directly or
indirectly through goal alignment covered in Day 1 value of
measurement, why it works, Day 2 measurement process, what to
measure, Day3 building scorecards, creating dashboards, creating
reports.
Why implement a
measurement framework:
Improve strategy execution by investing in a fit-for-purpose
measurement framework that steers the organization towards value
creation.
Increase the efficiency, effectiveness and quality of IT services
and processes with better management control by measuring the things
that matter most to the organization.
Achieve compliance with business mandates or statutes by instituting
a measure framework to facilitate effective governance through
effective management controls.
Create and drive value through positive continual service
improvements using a fit-for-use measurement framework that defines
roles, processes and metrics that matter most.
Use cases for implementing
a measurement framework:
Need to manage pace of change i.e.
agility
Need to improve IT/business
alignment i.e. enablement
Need to be compliant i.e. SOX,
C198, ISO20000, service levels
Need for IT governance i.e.
management control
Need to improve service levels
i.e. availability and performance
Need to improve service quality
i.e. customer satisfaction
Need to improve cost/value i.e.
efficiency and effectiveness.
Measurement framework and methodology provides the
following advantages:
Aligns IT with business objectives
Maintains compliance requirements for business
operations
Drives operational efficiencies, effectiveness and
quality.
Concepts you need to learn:
Continuous improvement i.e. W.
Edwards Deming's Plan/Do/Check/Act model
Top-down design approach for
aligning goals and objectives
Process and service based IT
service management approach
Scalable and flexible
fit-for-purpose model with hundreds of sample metrics and scorecards
Bottom-up reporting of facts,
metrics, indicators, scorecards and dashboards
Aggregation of metrics to
formulate key performance indicators
Accountability and roles based
matrix models
Techniques for comparative, causal
and predictive analysis
Method for filtering improvement
initiatives and tracking performance status
Ability to report performance
improvements and derived value based benefits
Multiple implementation methods
and scenarios
How to check-lists for planning
and implementing metrics.
Advantages of our training approach:
Web
based training cuts down on travel and living expenses
Less
disruptive, more convenient and provides more efficient use of your
time
Classes are recorded and stored for 60 days with access as
functional support, refresher and/or in case you can’t attend one of
the classes
Companion reference book “Implementing Metrics for IT Service
Management”
Companion software to improve learning ability “myKPI Designer”
training edition
Cuts
down our collective carbon foot-print (carbon emissions)
Catalogue:
Benefits:
Metrics, when used effectively within the
measurement framework, help to:
Provide the instrumentation for
management control
Make it easier to concentrate what’s
important
Make it easier to spot danger in time
to correct it
Improve moral in an organization by
recognizing successes
Stimulate healthy competition between
process owners
Align IT with the business goals and
objectives
Drive cost efficiencies and
effectiveness
Improve service levels and quality of
service increasing satisfaction.
ITSM
Metrics Training benefits:
Save time - learn hundreds of
metrics, scorecards and dashboards techniques that work
Save money - minimal investment
approach which can drive significant cost avoidance and savings
Low risk - helps plan migration
path for more costly business intelligence systems reducing risks
Easy to learn - template approach
makes it easy to learn metrics, scorecards and dashboards
Peace of mind - built on industry
standards using the IT Infrastructure Library ITIL™
of best practices
Faster results - template approach
with methodology provides a path for quick wins.
Avoid the consequences of not measuring your services, processes
and technologies:
