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LinkedIn Learning

IT Service Management Foundations: Measures and Metrics

via LinkedIn Learning

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Overview

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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

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