Get industry best practices on collecting ITSM metrics. Learn how to effectively monitor performance and customer satisfaction in a service-focused environment.
Overview
Syllabus
Introduction
- Monitoring service management success
- What you should know
- From data to wisdom
- Garbage in, garbage out
- How to kill good data
- Less is sometimes more
- Always review your data
- Why are you monitoring?
- Outcomes for monitoring
- Knowing what actions to take
- Most common metrics
- The role of service-level agreements
- Net Promoter Score
- How does Net Promoter Score work?
- Common reporting tools
- Visibility of reporting
- Baseline reporting
- Next steps
Taught by
Brett Moffett