Integrated Measurement KPIs and Metrics for ITSM

Integrated Measurement KPIs and Metrics for ITSM

Instructor: Packt - Course Instructors

Access provided by ExxonMobil

14 modules

Gain insight into a topic and learn the fundamentals.

Intermediate level

Recommended experience

7 hours to complete

Flexible schedule

Learn at your own pace

14 modules

Gain insight into a topic and learn the fundamentals.

Intermediate level

Recommended experience

7 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

Define KPIs and metrics essential for ITSM success
Identify the most meaningful data for performance measurement
Apply KPIs to optimize IT service management processes

Details to know

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Assessments

14 assignments

Taught in English

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There are 14 modules in this course

This book provides a clear, practical guide to understanding and applying Key Performance Indicators (KPIs) in IT Service Management. It simplifies complex concepts and offers actionable strategies for measuring and improving IT service performance. Designed for professionals at all levels, it helps build the skills needed to make data-driven decisions and enhance operational efficiency.

You will gain the tools to effectively define and track KPIs, interpret the data to drive improvements, and enhance the value of IT service management in your organization. What sets this book apart is its emphasis on real-world examples and actionable insights, bridging theory with practice to optimize ITSM processes at every stage. Ideal for IT professionals and service managers, this book assumes basic ITSM knowledge but no prior experience with KPIs. It equips readers with the skills to measure, analyze, and improve service performance effectively. This course is based on a book published by IT Governance Publishing. © Daniel McLean 2013 The author has asserted the rights of the author under the Copyright, Designs, and Patents Act, 1988, to be identified as the author of this work. First published in the United Kingdom in 2013 by IT Governance Publishing.

In this section, we examine HR's role in performance management, PIP processes, and leadership decisions, highlighting their impact on workplace dynamics and organizational effectiveness.

What's included

2 videos1 reading1 assignment

In this section, we examine SMT data input procedures, system performance limitations, and KPI selection strategies to enhance operational decision-making and data integrity.

What's included

1 video1 reading1 assignment

In this section, we examine leadership communication styles, adaptive presentation techniques, and stakeholder engagement strategies to improve professional effectiveness and alignment.

What's included

1 video1 reading1 assignment

In this section, we examine SMT consultant roles, their impact on enterprise software implementation, and challenges in balancing external expertise with operational efficiency.

What's included

1 video1 reading1 assignment

In this section, we examine structured onboarding and mentorship strategies to enhance team cohesion and individual performance in IT environments.

What's included

1 video1 reading1 assignment

In this section, we explore standardized KPIs for operational efficiency, cross-functional dashboards, and their relevance across departments to support data-driven decisions and horizontal information sharing.

What's included

1 video1 reading1 assignment

In this section, we cover personal accounts of workplace challenges and the struggle to manage difficult relationships.

What's included

1 video1 reading1 assignment

In this section, we examine stakeholder motivations, communication barriers, and operational accountability to understand their impact on organizational collaboration and decision-making.

What's included

1 video1 reading1 assignment

In this section, we examine PIP performance evaluation, feedback confidentiality, and strategies for improvement in professional contexts.

What's included

1 video1 reading1 assignment

In this section, we examine work-life boundary impacts, remote work challenges, and communication styles. It highlights how physical and mental boundaries affect productivity and well-being in modern environments.

What's included

1 video1 reading1 assignment

In this section, we explore selecting focused KPIs for service desk optimization, evaluating system customization trade-offs, and aligning metrics with business objectives to improve operational efficiency.

What's included

1 video1 reading1 assignment

In this section, we explore cloud-based work and process inefficiencies in team settings.

What's included

1 video1 reading1 assignment

In this section, we explore service desk KPI analysis, company-wide process impacts, and stakeholder communication strategies to align performance metrics with organizational goals.

What's included

1 video1 reading1 assignment

In this section, we explore performance reviews, feedback, and career transitions. It highlights the emotional and professional challenges of workplace evaluations.