Drive growth and improvements within your organization by learning how to measure what matters, using terminology and best practices from the ITIL® framework.
IT Service Management Foundations: Measures and Metrics
Overview
Syllabus
Introduction
- Welcome to the course
- What you should know
- Start with why
- Vision and mission
- Cascading goals
- Measurements and metrics
- What should you measure?
- Why do you measure?
- Five types of measures
- What is measured gets done
- Success factors and KPIs
- Utility, warranty, and experience
- Measurement models
- Planning and evaluation model
- Balanced scorecard
- Organizational improvement cascade
- Measuring outcomes
- Assessments
- Gap analysis
- SWOT analysis
- Customer/user satisfaction
- Benchmarking
- Maturity assessments
- Reporting
- Next steps
Taught by
Jason Dion
