Creating Measures and Metrics in ITSM

This lesson discusses the importance of starting with why when determining your purpose and vision for your organization.

This lesson discusses the concepts of vision and mission, and how we use strategy, tactics, and operations to dictates our levels of planning for future measurements.

This lesson discusses how goals can cascade downward from the larger organizational strategy into individual departments or teams for effective measurements of progress towards a common goal.

This lesson discusses the importance of measurements and metrics, as well as some key terms.

This lesson discusses how to scope your measurements effectively.

This lesson discusses the four reasons we use measurements in our organizations.

This lesson discusses the five types of measures we can use in designing our data collection programs.

This lesson discusses the importance of measuring the right things to drive the behaviors you want to experience across your organization.

This lesson discusses critical success factors, key performance indicators, and where to find a good library of them for the various ITIL practices.

This lesson discusses the three types of metrics you can measure: utility, warranty, and experience.

This lesson provides an introduction to the five different measurement models that are covered in this course.

This lesson discusses the Planning and Evaluation Model, our first measurement model.

This lesson discusses the Balanced Scorecard, our second measurement model.

This lesson discusses the Organizational Improvement Cascade, our first measurement model.

This lesson discusses the Value Driver Framework and the Service Profit Chain, our fourth and fifth measurement models.

This lesson provides an introduction to the five different assessment methods that are covered in this course.

This lesson discusses a Gap Analysis, our first assessment method.

This lesson discusses a SWOT Analysis, our second assessment method.

This lesson discusses User and Customer Satisfaction Assessments, our third assessment method.

This lesson discusses Benchmarking Assessments, our fourth assessment method.

This lesson discusses Maturity Models, our fifth assessment method.

This lesson discusses reporting of our measures and assessment results to enable action within the organization.

This lesson contains a short conclusion to the course and a recommendation of what to study next in your service management career.