Direct, measure and adjust your service organization through KPI's and meaningful reports that tell a story.
In this course, we’ll dive into setting Key Performance Indicators for Service Management and using reports to track and measure your performance. With the goal, of course, to take action and keep improving and maturing your service management processes. You will get the most results from this training program if you apply what you learn directly to your own day-to-day service organization. Here's a summary of what you will learn in this program:
KEY PERFORMANCE INDICATORS
You will learn to deal with key performance indicators related to your most important service management processes.
SERVICE MANAGEMENT GOALS
You can set service management goals and objectives and you know how to set and define (critical) performance indicators for your service organization.
MEANINGFUL ITSM REPORTS
You know how to use reports to measure your KPIs and realization of your objectives. You’ll also be more prepared to interpret data sources and other reporting tools.
“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. And there’s a method to the madness, which I’ll teach you in this course. I’m grateful for the opportunity to share more of my stories, insights and knowledge from 15+ years of completing ITSM projects combined into this program.”
- Wilko van de Kamp
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This training program can be followed by members of all levels of your service organization, but is intended for process managers, owners and coordinators who want to know how to easily get started with setting process goals and objectives and measuring results in order to have meaningful conversations with their team(s).