Align Service Desk/Help Desk with business using KPIs
3.6 (9 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
32 students enrolled

Align Service Desk/Help Desk with business using KPIs

How create motivating key performance indicators (metrics, performance criteria) for the Service Desk and its staff
3.6 (9 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
32 students enrolled
Created by Danil Dintsis
Last updated 6/2017
English
Current price: $10.00 Original price: $29.99 Discount: 67% off
30-Day Money-Back Guarantee
This course includes
  • 42 mins on-demand video
  • 5 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll 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
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 (Help desk) goals and activities to business goals; develop multi-leve; metrics (KPI) for Service desk as a team, and individual ones for team members.

In the second part of the course you learn on an example how to calculate financial bonus for Service desk staff according metrics achieved, and motivate help desk operators and engineers.

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

Who this course is for:
  • Business owners
  • CIO
  • IT and Service Desk managers
  • Service Desk staff
  • Functional managers
  • Help desk employee
Course content
Expand 5 lectures 41:34
+ 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