Class Central is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

LinkedIn Learning

IT Service Management Foundations: Measures and Metrics

via LinkedIn Learning

Go to class Write review
Coursera Ad

Save 40% on 3 months of Coursera Plus

Learn More → Scrimba Ad

Our career paths help you become job ready faster

Learn More →

Overview

Coursera Flash Sale
40% Off Coursera Plus for 3 Months!
Grab it
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

Reviews

4.7 rating at LinkedIn Learning based on 341 ratings

Start your review of IT Service Management Foundations: Measures and Metrics

Go to class

Never Stop Learning.

Get personalized course recommendations, track subjects and courses with reminders, and more.

Sign up for free
Someone learning on their laptop while sitting on the floor.