IT Service Management Foundations: Measures and Metrics

Offered By: LinkedIn Learning

Course Description

Overview

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

Syllabus

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

Taught by

Jason Dion

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