IT Service Management Foundations: Measures and Metrics

Drive growth and improvements within your organization by learning how to measure what matters, using terminology and best practices from the ITIL® framework.

Introduction

• Welcome to the course
• What you should know

1. What Is Your Vision?

• Start with why
• Vision and mission
• Cascading goals

2. Measurements

• 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

3. Measurement Models

• Measurement models
• Planning and evaluation model
• Balanced scorecard
• Organizational improvement cascade
• Measuring outcomes

4. Assessments and Reporting

• Assessments
• Gap analysis
• SWOT analysis
• Customer/user satisfaction
• Benchmarking
• Maturity assessments
• Reporting

Conclusion

• Next steps