Creating Measures and Metrics in ITSM
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
Instructors
- 4.6 Instructor Rating
- 164,289 Reviews
- 508,494 Students
- 41 Courses
Jason Dion, CISSP No. 349867, is a former college professor and the lead instructor at Dion Training Solutions. He has multiple information technology professional certifications, including Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), Certified Network Defense Architect (CNDA), Digital Forensic Examiner (DFE), Digital Media Collector (DMC), CySA+, Security+, Network+, A+, PRINCE2 Practitioner, and ITIL. With networking experience dating back to 1992, Jason has been a network engineer, Deputy Director of a Network Operations Center, and an Information Systems Officer for large organizations around the globe.
He holds a Master’s of Science degree in Information Technology with a specialization in Information Assurance, a Master’s of Arts and Religion in Pastoral Counseling, and a Bachelor’s of Science in Human Resources Management. He lives in Puerto Rico with his wife and two children.
- 4.6 Instructor Rating
- 166,690 Reviews
- 514,821 Students
- 42 Courses
Learn Faster and Get Certified
Due to the design of our materials, you will learn faster and focus your studies on passing your certifications. With our tools and techniques, you will be ready to take and pass your certification exam on your first attempt!
Training the Cybersecurity Workforce
We strive to train the cybersecurity workforce of today and tomorrow. Whether you need to earn your next certification to be competitive for that position, or you just need to do your continuing education to maintain your current certifications, Dion Training is here to support you.
- 4.6 Instructor Rating
- 164,289 Reviews
- 506,218 Students
- 41 Courses
Learn Faster and Get Certified
Due to the design of our materials, you will learn faster and focus your studies on passing your certifications. With our tools and techniques, you will be ready to take and pass your certification exam on your first attempt!
Training the Cybersecurity Workforce
We strive to train the cybersecurity workforce of today and tomorrow. Whether you need to earn your next certification to be competitive for that position, or you just need to do your continuing education to maintain your current certifications, Dion Training is here to support you.