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!
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.
The test checks your understanding of basic terms of IT as a Service management
At lesson 2 You learn how to align business requirements to Service desk tasks.
A short quiz to check lesson 2 understanding.
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.
This quiz checks how does a student understand Module 3.
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.
A brief quiz to discover student's understanding of Module 4. Individual KPIs.
Lesson 5 finishes the course, and we discuss, what lessons can SD team learn from the suggested bonus system.
The quiz contains questions to discover the overall progress after the course.
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.