Develop Key Performance Indicators for a Service Desk
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Develop Key Performance Indicators for a Service Desk

How create motivating key performance indicators for the Service Desk and its staff
0.0 (0 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
0 students enrolled
Created by Danil Dintsis
Last updated 6/2017
English
Curiosity Sale
Current price: $10 Original price: $20 Discount: 50% off
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Includes:
  • 42 mins on-demand video
  • 5 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Align business and service desk requirements
  • Develop Service desk team KPIs based on business demands
  • Develop Service Desk staff individual KPIs
  • Calculate KPIs
  • Build KPI based financial motivation
View Curriculum
Requirements
  • A student should be aware about Service Desk as an IT specialist, or as a business manager
Description

In this course You learn how to align Service desk work to business goals, develop metrics for Service desk team, and individual team members.

In the second part of the course a student learns how to calculate financial bonus for SD staff according metrics achieved, and motivate SD operators and engineers.

You learn how to develop a balanced KPI system for a Service desk team and its members!

Who is the target audience?
  • Business owners
  • CIO
  • IT and Service Desk managers
  • Service Desk staff
  • Functional managers
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Curriculum For This Course
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Начало работы
5 Lectures 41:34

In the first lesson we give a reminder about what is IT management as a service, its value for business, customers, and IT organization. We refresh basic terms and definitions, such as SLA and OLA, and the role of these documents in improving IT services.

Finally I present the business case, which will be the baseline for our training.

Preview 04:17

The test checks your understanding of basic terms of IT as a Service management

Basic ITSM concepts
3 questions

At lesson 2 You learn how to align business requirements to Service desk tasks.

SERVICE DESK TASKS to SUPPORT COMPANY’s BUSINESS
04:51

A short quiz to check lesson 2 understanding.

Lesson 2 quiz
3 questions

At lesson 3 You learn how to align company level KPIs to Service desk ones. We develop a KPI structure, and examine an example how to calculate Service Desk KPIs.

DEVELOPING SD TEAM METRICS
14:24

This quiz checks how does a student understand Module 3.

Module 3 Quiz
3 questions

At lesson 4 You learn how to develop individual metrics for SD team members in a way to support both Service Desk and company level KPIs. You examine an example of individual KPIs calculation.

DEVELOPING INDIVIDUAL METRICS
10:07

A brief quiz to discover student's understanding of Module 4. Individual KPIs.

Module 4 quiz
3 questions

Lesson 5 finishes the course, and we discuss, what lessons can SD team learn from the suggested bonus system.

Preview 07:55

The quiz contains questions to discover the overall progress after the course.

Final course quiz
5 questions
About the Instructor
Danil Dintsis
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0 Students
1 Course
Project and IT Service management professional

Portfolio and Project Manager in IT, digital/virtual learning and professional training, and consulting. 

Over 20 years of total experience in IT and 10+ years as a project and portfolio manager, consulting services, and business trainer. 
Grades and certifications: Ph. D., PgMP, PMP, ITIL certified.

Certified Virtual learning trainer.

Author of 30+ professional trainings.

Over 10000 lifelong learners successfully finished my trainings, and accelerated their career.