IT Service Desk: Monitoring and Metrics Fundamentals

Get industry best practices on collecting ITSM metrics. Learn how to effectively monitor performance and customer satisfaction in a service-focused environment.

Introduction

• Monitoring service management success
• What you should know

1. Collecting Valid Service Management Data Points

• From data to wisdom
• Garbage in, garbage out
• How to kill good data
• Less is sometimes more
• Always review your data

2. Why Monitor Service Management Performance?

• Why are you monitoring?
• Outcomes for monitoring
• Knowing what actions to take

3. Determining Which Metrics to Monitor

• Most common metrics
• The role of service-level agreements
• Net Promoter Score
• How does Net Promoter Score work?

4. Exploring Tools and Reporting

• Common reporting tools
• Visibility of reporting
• Baseline reporting

Conclusion

• Next steps