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ITSM Metrics
Training
Learning how to Implement Metrics
for IT Service Management.
ITSM
Metrics Training - Practitioner Support & Restore (IPSR)
Realize the benefits of ITIL/ITSM by improving your
performance by learning how to implement a measurement program and
metrics for IT Service Management.
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 programs
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
program focuses in a specific area and provides the instruction,
worksheets and know-how to enable the student to perform the actions
required.
Title:
ITSM Metrics Training -
Practitioner Support & Restore (IPSR)
Description:
This course focuses on implementing ITSM
metrics to help manage and control the support and restore activities and
processes to deliver optimal business value. The practitioner will
learn what’s required to validate, direct, justify and intervene when
necessary to drive efficiency, effectiveness and quality for the service
desk, incident and problem management processes.
Who Should Attend:
The IT Service Management (ITSM) Metrics
Practitioner Support and Restore (IPSR) course is intended for
professionals who manage, organize and optimize the operations of an IT
service organization that has implemented, or started to implement,
ITIL-based support and restore processes. The target group consists of
senior operational staff and managers wishing to extend their skills in
monitoring, reporting analyzing, planning and optimizing the service
desk, incident and problem management processes.
Duration:
3 expanded days
Curriculum:
Format
1.25 days of lectures (40%) and hands-on individual and group
competency exercises (60%) and one day of review, preparation
and testing. Approximately 10 hours of self-study is recommended
prior to and during the course.
Curriculum
The course covers the typical activities required
to implement a measurement and performance improvement framework
for managing the service level and financial
management processes.
It focuses on:
Designing key performance metrics and indicators
that help validate, direct, justify and intervene key activities
for managing, optimizing and getting maximum value from the
support & restore processes; identify techniques to set goals,
objectives, targets and customer linkages for success; improve
reporting and analysis of the results; identify when to initiate
and how to prioritize actions to make improvements to optimize
the process; and track your improvement initiatives and report
on the value realized.
Implementing a measurement and performance
improvement framework
that helps to provide the instrumentation for management
steerage and control; makes it easier to concentrate what’s
important; be able to spot danger in time to correct it more
easily; improve moral in an organization by stimulating healthy
competition between process owners; better alignment of IT with
the business goals helping drive cost/effectiveness and quality.
Optimizing the measurement framework
to make it more efficient, effective and qualitative in the
management of the service desk, incident and problem management
processes.
Prerequisites:
The candidate must hold an ITSM
Foundation Certificate and have at least three years experience.
Examination:
An optional one-hour
examination is given at the end of the course to test comprehension
understanding.
Reference Material:
Each student
receives a student study guide. Other ITSM-related study material
and books are available for purchase prior to, or during the class.
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Metrics Training