Creating Measures and Metrics in ITSM Course
Learn how to design effective measurements in your organization using ITSM to accurately measure your success!
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.
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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
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