Name: Service Management Key Performance Indicators and Reporting
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Created byWilko van de Kamp

Last updated 10/2025

English

What you'll learn

This course will teach you how to establish service management objectives and define relevant key performance indicators (KPIs).
You will be able to measure and interpret performance indicators, and effectively use reports to track your KPIs and progress towards your objectives.
In this training program, you will learn how to establish meaningful objectives for your service organization, and how to direct, measure, and adjust your organ
You will identify gaps in your service organization and implement continuous improvement initiatives to address them.
You will understand how to measure and report on key performance indicators (KPIs) related to important service management processes such as incident management
You will have learned how to set service management goals and objectives and define (critical) performance indicators for your service organization.

Course content

6 sections • 52 lectures • 3h 10m total length

Welcome to the course1:28
Mind the gap: An introduction to what you'll learn3:26
In this course - you’ll learn to Find out where the gaps in your service organization are if you are looking to improve things.
Don’t start your service management journey from scratch – there are a lot of great templates, courses and examples out there to learn from. Many of them will be shared with you in this program.
Observing and Recognizing Trends3:22
Part of what we’ll cover in this course, is how to turn pit-of-your-stomach feelings into numbers, and to share a meaningful story. To get started with this we'll look at a mechanism of your mind: the ability to pick up on trends and patterns automatically.
Lies, D*mn Lies and Statistics2:01
The book Freakonomics links seemingly unrelated numbers to prove a point. Economy (and metrics) at the core both are a study of incentives: how people get what they want, or need, especially when other people want or need the same thing.
On overview of what you can expect3:53
In addition to the video lectures there will be assignments and interactive exercises for you to implement your learning right away. We'll also cover what this course is NOT.t
The examples throughout this course will focus on an IT environment, guided by a case study. The principles you’ll learn can be applied to any service management process in any service organization, within or outside the realm of information technology.
About learning: How to get the most value3:20
We’ll alternate the presentation with interactive exercises. Something for you to do and implement and try something new. You’ll get from this course what you put into it. Make sure you have a clean notepad as you may want to track some exercises, and (if possible) a printed copy of the PDF workbook included with this course. It’s all designed to help you take real results from what you’ve learned before you even finish the course.
Download the course workbook0:27
Please download a copy of the workbook from the resources section of this lesson. If possible, I recommend you print a copy so you have a physical version to get creative with.
How your mind processes information6:41
Take a few minutes to complete each exercise throughout the program. If you need extra time - just pause the video and come back when you’re ready. That’s the beauty of online learning - you can go entirely at your own pace.
Getting to know your instructor and learning community4:06
I am a management consultant with over 15 years of expertise - and counting. As a creative problem-solver I have helped people and their companies achieve their own results beyond their goals, driving innovative solutions for improving profitability, productivity and efficiency.
Today I serve thousands of students in over a hundred countries around the world, in many different languages. But I’m most excited to welcome YOU to the community.
Welcome Quiz

Common Terminology and Best Practices4:48
A recap of the common terminology we'll use when referring to service management processes within this course.
Putting it all together: solutions approach3:58
What I teach is a methodology that has multiple entry points but begins with your end-users or customer requirements, and concludes with a qualification and quantification of services provided to satisfy those requirements both tactically and strategically.
Service Management Best Practice Processes6:39
A process is a logically connected chain of activities in order to achieve a previously determined goal. The process itself is the norm, and within the norm you have activities that people are doing to complete the work.
Introduction Case Study3:44
You may have seen the Casa Itiliano case study in my IT Service Management foundations course. We're bringing another visit at the hotel which has grown into a beautiful resort nestled in beautiful surroundings.
Guided by the hotel example we'll use the exercises throughout this course and in the workbook as a guide to “get to know” your own IT organization once again.
Exercise 1: Getting Started In Your New Role2:15
Viewed through the case study lens, you’ll “get to know” your own IT organization once again - see where information “lives” in your infrastructure, who owns it, and how reliable the data is.
Service Management Quiz

Hips Don't Lie - but what about numbers?1:40
Diving a little further into the numbers in this section. Because numbers don’t lie - or do they?
What is a report?4:14
The dictionary says... well let’s have a closer look. What exactly is a report - and how can you create and leverage meaningful reports for your organization?
Exercise 2: Who's who?1:54
Back to our case study - and get a better understanding of the size of the organization you're supporting.
Reporting Goals and Examples6:59
Looking at the strategic and tactical (or operational) goals of business reports, including several service management examples to help you get started.
Reporting Data: Presentation, Quality and Ownership4:20
Before creating a report, let's look at the quality of the data you're reporting on. What do you have to work with?
Interpreting your data with Pivot tables7:53
Pivot tables in Microsoft Excel can help you easily turn a list of data into a presentable graph. In this guest lecture contribution, Billy "Mr. Aloha" Wigley will show you how this works.
Exercise 3: Your team2:31
A lot of different faces, personalities, and too many names to remember. What role(s) does each person fulfill within the service management processes?
Exercise 4: Create your own report
Forget about the numbers?1:21
Why my coach told me to forget about the numbers.
Metrics Quiz

Key Performance Indicators1:18
What are Key Performance Indicators and how can they be of benefit to your service management organization.
Bob: "It has to get better"2:11
An example: a service manager, Bob, is looking to increase the customer satisfaction of his department. There are too many complaints about poor service and something needs to change.
Exercise 5: Measuring Workload1:34
Use these exercises as a guide to get to know more about the workload of your own IT organization. Is your team able to handle the amount of work that’s presented to them on a weekly or monthly basis?
Mindset: Why some numbers work - and some don't5:08
Another example: why one of the KPI's at a call centre making holiday reservations for a resort didn't work.
Creating value: Build your service management report1:42
Let’s bring the stories from the previous lessons home and build our own report using service management examples.
Performance Indicators: Service Management examples12:37
Examples from the service management processes with performance indicators you may wish to focus on. The goal is not to go report on ALL of these numbers. In your workbook, circle ONE that you want to focus on.
Exercise 6: Team Meeting2:23
We continue our case study. You’ve discovered that the communication within the team isn’t structured. It may be of value to the team to have a weekly team meeting to discuss any open issues.
Finding motivation to go for gold5:36
Human behaviour is what's leading up to the KPI results you're seeing. Aligning the companies goals with your team or employees goals establishes intrinsic motivation. How do you achieve that for yourself and your team(s) - so everyone goes for the gold?
The glorification of busy0:01
KPI Quiz

Quality control for your service management organization3:04
Formulating key performance indicators and setting goals for your service organization.
Example: Incident Management Goal Setting3:35
An incident management example to illustrate Basic Quality control in an IT service management environment.
Exercise 7: Identifying problems1:51
Use these exercises as a guide to get to know more about the workload of your own IT organization. Is your team able to handle the amount of work that’s presented to them on a weekly or monthly basis?
Taking action and setting a service management goal2:23
Back to our incident management example: what are some of the actions you came up with? What are action items you could consider taking based on your findings to improve your incident management process?
Setting smart service management goals4:20
Goals don’t become reality when they’re not turned into specific goals. In this lesson we'll set measurable goals, guided by service management processes.
Exercise 8: Set a meaningful goal
Setting even smarter service management goals3:00
To make your goals even smarter, you could consider some of the suggestions from this lesson and start building excitement and momentum within your team.
Exercise 9: Scheduling your workload1:40
Let’s take a look at the scheduled workload for the upcoming week (or month). Use these exercises as a guide to get to know more about the workload of your own IT organization. Is your team able to handle the amount of work that’s presented to them on a weekly or monthly basis?
Why 100% doesn't work5:22
Story of one of my clients who claimed his team always achieved a 100% of all incidents resolved in time.
Setting Goals Quiz
Homework: Start putting it together1:47
Let’s take on a bit of a bigger project and go the extra mile with what you’ve learned this module.

Putting it all together1:09
This section is about understanding and interpreting service management reports and coming up with an action plan to keep your momentum going.
The boomerang effect
Exercise 10: Trends in your organization2:22
Use these exercises in this last section of the course as a guide to dive deeper into your service organization and get to know trends of your service levels. You may be able to use these trends to identify what’s working well, as well as areas for improvement.
Organizational Change Management: Where to start after you finish this course?4:36
There's no shame in picking the low hanging fruit: Start with some easy improvements that have a big impact. In this lesson we'll explore some ideas on where you can find those areas for improvement that have a big customer impact, while engaging and managing the organizational change needed for your internal team(s).
Exercise 11: Areas for improvement2:16
Use these exercises in this last section of the course as a guide to dive deeper into your service organization and get to know trends of your service levels. You may be able to use these trends to identify what’s working well, as well as areas for improvement.
Next steps in bringing together your People, Processes and Technology3:35
The ultimate goal is to bring your people, processes and technology closer together and have everyone understand and be able to explain the WHY of each of them.
Keep Service Management Simple2:46
Over-complicating the interactions between your people, process and technology will create issues in the very near future. In this lesson we'll explore ideas to keep it easy.
Where to start your improvement cycle2:49
Value is always perceived from the customer's perspective. With that in mind, where do you start making improvements based on the goals you've set for your service management organization?
Exercise 12: Development and Growth1:53
Use these exercises in this last section of the course as a guide to dive deeper into your service organization and get to know trends of your service levels. You may be able to use these trends to identify what’s working well, as well as areas for improvement.
Taking action and achieving your goals4:33
Where you go from here is up to you. I encourage you to take ACTION - and DO something. What will you do next? How will you put the pieces of information together into a new idea, new actions, for your service management organization?
Trying something new1:36
Putting it all together quiz
Final thoughts and wrap up4:05
It takes dedicated effort to get from where you are today to where you want to be tomorrow. Are you ready to get to work and try something new?
Bonus Resources0:51

Requirements

At least a basic understanding of IT Service Management processes at a foundational or awareness level. Completing my IT Service Management Foundations course is recommended, but optional.

Description

Gain Insight and Achieve Goals with Service Management Reporting

Key Performance Indicators (KPIs) and reporting are crucial for gaining insight into the maturity of your service management processes. Whether you are responsible for creating or reading reports in your service organization, this course is designed for you.

At the heart of this course is learning through experience. Your instructor will guide you through key concepts and best practices from the service management world, including related KPIs. Throughout the course, interactive exercises will enable you to put what you have learned into practice right away.

Upon completing this course, you will achieve the following:

You will be able to deal with KPIs related to the most important service management processes.
You will be better equipped to deal with and interpret data sources and other reporting tools.
You will be able to set service management goals and objectives, and define critical performance indicators for your service organization.
You will know how to use reports to measure your KPIs and realization of your objectives.

To get the most out of this training program, it is recommended that you apply what you learn directly to your own day-to-day service organization. This will allow you to see real results and gain valuable insights into your organization's performance.

This program is suitable for members of all levels within your service organization, but it is particularly relevant for process managers, owners, and coordinators who want to know how to easily get started with setting process goals and objectives and measuring results. By completing this course, you will be able to have more meaningful conversations with your team(s) and drive continuous improvement across your service organization.

Who this course is for:

The program is suitable for all organizational levels, but targets process managers, owners, and coordinators who aim to initiate setting process goals and objectives, measuring results, and holding meaningful conversations with their teams.
This training program is designed for individuals in your service organization who are responsible for creating or reviewing reports.
This course is designed for individuals with intermediate-level knowledge and experience in executing or managing service management processes.
This course is built on my practical experience of implementing service management principles at more than 50 client sites globally, providing you with a proven and effective approach to Service Management.
This course is designed to be practical and engaging, offering a balance of theory and application at an affordable cost, in contrast to typical Service Management courses that can be expensive, lengthy, and unengaging.

What you'll learn

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Course content

Welcome and Introduction9 lectures • 29min

Service Management Common Terminology5 lectures • 21min

Service Management Reports and Metrics8 lectures • 31min

Service Management Key Performance Indicators9 lectures • 33min

Process Improvement and Setting Goals9 lectures • 27min

Putting It All Together12 lectures • 33min

Requirements

Description

Who this course is for: