ITSM Metrics Training

FOUNDATIONS - 3 DAYS

Learn how to implement metrics for IT service management.

Live Web Based Training (WBT)

DATES

ITSM Metrics Training - Foundations - 3 Days - Detailed Course Outline

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.

COURSE OBJECTIVE

IT Service Management (ITIL along with ISO 20000) are revolutionizing how IT systems are being deployed and managed. By treating IT as a set of services to support specific business processes and functions, IT managers have the ability to establish and promote the value of IT to the business. However, as you can’t manage what you can’t measure, IT service measurement is a critical component of an IT services deployment. There are typically three constraints on IT service implementations:

IT service measures are not clearly specified and do not clearly support specific management decisions. They support management goals, but are fuzzy in their support of specific decisions and management targets and objectives.

Many IT managers lack the skills and methods to analyze IT service data to support corrective or preventative action. Reactive and proactive techniques are often mismatched or misused, or analysis is no clearer than the original goal of the measurement in the first place. For many, analysis is a dark art.

Underlying data collections systems are not designed to support the management decisions needing support or the analysis methods that would be used. This hinders analysis and further renders IT service measurement less than useful.

This course is designed to address all three constraints. Divided into three streams: Executive, Manager/Analyst, and Technical to address each constraint, the course  serves to meet the specific needs of the various levels of IT Service Management.  

Day 1 – Executive Stream - Implementing a Measurement Framework to Create Business Value

Students will learn how to create and deploy a measurement frame work that creates business value.  Students will learn how a closed-loop measurement framework ensures they are measuring what’s important to the organization.    

 

Day 2 – Manager/Analyst Stream - Managing and Using a Measurement Framework to Improve Decision Analysis and Drive Continual Service Improvements

Students will learn how to manage the measurement lifecycle using a repeatable process to drive continual service improvements.  Further to the concepts covered in Day 1, students will learn the processes required to formulate a closed-loop measurement framework that provides a decision management control system. 

 

Day 3 – Technical Stream – Administering a Measurement Framework to Gather, Process and Report Meaningful Management Information

Students will learn how to administer the measurement framework to gather, process and report meaningful management information.  Further to the concepts covered in Day 2, students will learn the basic technical and procedural skills required to complete an entire measurement process lifecycle.

We intend that all students attend the Executive Stream to ensure that all levels of IT Service Management are aligned on the specific objectives and purpose of an IT measurement framework. Managers/analysts and technical support personnel attend the Management Stream to ensure that all personnel are aligned on the analytical tools and methods that will be used by the management team for decision analysis. Technical support personnel attend the Technical Stream to develop and deploy the underlying systems, templates and models to provide the management information required by Managers, Analysts and Executives.

INSTRUCTORS AND CONTACT INFORMATION

COURSE ELEMENTS

COURSE DESCRIPTION

This is a senior seminar to implement skills and methods for measuring IT services and IT service performance. Following the measurement lifecycle of monitoring, analysis, tuning and implementation, the course is divided into three streams.

1. In the Executive stream students will learn how to create and deploy a measurement framework that creates business value.  Students will learn how to implement a closed-loop measurement framework that ensures they are measuring what’s important in a coherent and structured approach that is aligned to realize goals that improve efficiency, effectiveness, quality and compliance. Starting with an introduction, students will learn the benefits of a measurement framework; key concepts and techniques; why they work; and how they create value.  Student will also learn how to identify what’s important to measure using goal alignment; where to provide direction with targets; when to intervene and take corrective action; and methods for quantifying benefits realized. Finally students will learn how to articulate the value/return on investment and steps necessary for implementing and managing their measurement framework. 

2. In the Manager/Analyst stream students will learn how to manage the measurement lifecycle using a repeatable process to drive continual service improvements.  Further to the concepts covered in Day 1, students will learn the processes required to formulate a closed-loop measurement framework that provides a decision management control system.  Students will also learn techniques, skills and methods needed to analyze metrics to support corrective and/or preventative actions.  Starting with measurement lifecycle, students will learn the attributes of the measurement process reference model; what should be measured; what can be measured; and how to gather the required data.  Students will then learn how to process and report the data; techniques used to analyze the data for corrective actions; presentation and use the data to make better decisions; and implementation of corrective actions to make performance improvements.  Finally the students will learn how to improve the effectiveness of the measurement framework using a review process.

3. In the Technical Stream students will learn how to administer the measurement framework to gather, process and report meaningful management information.  Further to the concepts covered in Day 2, students will learn the basic technical and procedural skills required to complete an entire measurement process lifecycle. A simulation and SW tool is used to provide students with a hands-on experience.  Starting with the simulation background and the myKPI Designer SW tool, students will learn how to define metrics based on management goals and objectives; create the metrics in a measurement database; configure the metric attributes; and set the performance targets.  Students will then learn how to configure data collection models to extract, transform and load the metrics data; process the data; and provide validation.  Finally the students will learn how to configure scorecards; analyze the data; and provide reporting to assist in presenting corrective actions should performance deviations occur.

LEARNING OUTCOMES

The course is divided into 3 streams which build on one another:

• Executive

• Manager/Analyst

• Technical

The learning objectives of the first stream include:

Executive Stream

1. Articulate the benefits of a measurement framework.

2. Understand how and why a measurement framework create value.

3. Explain the principles of goal alignment using measurements.

4. Explain reporting techniques using dashboards & scorecards .

5. Articulate the value on investment (VOI) of a measurement framework.

6. Identify The steps required to implement a measurement framework.

Manager/Analyst Stream

1. Manage the measurement lifecycle using a repeatable measurement process. 

2. Define what to measure and verify what can be measured as part of the administrative sub-process. 

3. Understand how to gather the required data to produce the metrics using the administrative and monitoring sub-processes.

4. Process the data using the reporting sub-process.

5. Analyze the data to determine if corrective actions are required.

6. Present and use the data to make better decisions using the Tuning sub-process.

7. Implement corrective actions to drive performance improvements using the implementation sub-process.

8. Improve the effectiveness of the measurement framework using a review process.

Technical Stream

1. Define and create metrics meta-data in a measurement database to support management's goals and objectives for specific IT service management processes.

2. Create metric entries and set threshold parameters to support targets and objectives. 

3. Configure models to gather data for extract, transform and load into a measurement database. 

4. Process data for a specific measurement cycle. 

5. Configure scorecards to support management decision analysis processes.

6. Create sample reports to help make corrective actions. 

REQUIRED COURSE MATERIALS AND READINGS

EVALUATION

In class presentations/discussions (Group):

• Much of the course will make use of breakout sessions where students will perform specific exercises and report results back to the class for evaluation.

• An optional one-hour examination is given at the end of the course to test comprehension understanding.