Creating Measures and Metrics in ITSM

Learn how to design effective measurements in your organization using ITSM to accurately measure your success!

What you'll learn
You will understand the reasons why you should setup measurements and metrics in your organization
You will be able to develop custom measures and metrics based on your desired goals
You will learn the 5 different types of measurement models
You will learn the 5 different types of assessment methods
Requirements
You should have a general knowledge of IT service management
You should have a basic exposure to your organizational vision, mission, and goals
It is helpful to be ITIL 4 Foundation certified (but not required)
Description
Every organization uses metrics and measurements to determine where they are, and where they want to be.
But, do you
know how
to create these metrics and properly measure them to drive actions across your organization?
In this course, you will learn why we start with the overall organizational vision when developing our metrics, how to create proper objectives, measure those objectives using indicators, and picking the right metrics to measure what matters.
You will learn about the five types of measures used to track progress. You will also learn about various measurement models, such as the Planning and Evaluation Model, the Balanced Scorecard, the Organizational Improvement Cascade, the Value Driver Framework, and the Service Profit Chain.
Additionally, you will also learn about the five types of assessment models: the Gap Analysis, the SWOT Analysis, the Customer/User Satisfaction Assessment, the Benchmarking Assessment, and Maturity Assessments.
So, if you have ever wondered how to better understand what success really looks like in your organization and how it is measured, this is the course for you!
Upon completion of this course, you will earn 2 CEUs towards the renewal of your CompTIA A+, Network+, Security+, Linux+, Cloud+, PenTest+, CySA+, or CASP+ certifications.
The course on this page is offered by Dion Training Solutions, LLC, an ATO of AXELOS Limited. ITIL, ITIL Foundation, and the Swirl logo are registered trademarks of AXELOS Limited. All rights reserved.
Who this course is for:
Anyone who wants to dive deeper into the development of measures and metrics in their organization
Anyone who wants to go beyond the ITIL 4 Foundation curriculum and start to apply it in the real world



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