Metrics & Reporting For IT Service
Transform the way you measure and report IT service metrics to influence your business
Who is it for?
It's surprising how few service desks have a formal and systematic programme of analytics and metrics which allow them to assess their service performance and establish the link between IT service and organisational performance.
This hands-on workshop is designed for everyone involved in reporting service desk performance. Every team leader, supervisor and service desk manager with reporting responsibilities will gain an in-depth understanding of the critical importance of measuring and evaluating the investment in, and impact of, their IT support service.
What is it about?
This workshop explores the myriad of different types of metrics, practical and innovative ways of presenting them and how to use them as an opportunity to influence your decision-makers. Making metrics matter means getting the buy-in to invest in your service desk and throughout the day we will demonstrate how to draw out conclusive messages and show you exactly where to concentrate improvements and changes.
What will I get out of it?
This is an interactive workshop where delegates will have the opportunity to either use the case study material supplied, or work on an existing requirement, with other delegates facing similar challenges. Delegates will:
- Analyse and understand why metrics are necessary
- Understand the depth and breadth of information collection activities
- Understand what service desks must measure in accordance with the internationally recognised Service Desk Certification standards
- Explore alternative metrics and review how to incorporate new measurements into existing systems
- Review of common presentation techniques, and careful use of ‘flare and imagination'
- Recognise the value of metrics when used for speedy and accurate decision making
- Learn how to promote a culture of ‘improvement through measurement' into the service desk
- Appreciate how to identify opportunities to add value to their organisation, pulling out suitable content to support business cases
- Learn how to present facts which deliver vital understanding to a variety of audiences from colleagues to board and executive level
- Learn the steps to construct and produce a report for presentation and approval, including handling questions
- Discover how to propose improvements based on facts for their own service desk
- Gain unquestionable approval for their proposals as a direct result of your metrics
Course Overview
Information and metrics
- Data gathering and collection
- Integrity
- Tools to use
Reports
- Determining and targeting your audience
- Format
- Structure
- Content
- How to keep it interesting
- Frequency of reports
- Relevance
- Circulation
Presenting results
- Hooking your audience
- "Less is more" approach to the presentation
- Team presentations
- Handling questions successfully
Course Prices
One day training workshop:
SDIe corporate members - £445 + VAT
Non-members - £495 + VAT
2012 Course Dates
SDI's one-day Metrics & Reporting for IT Service course is run exclusively at the SDIe Training Suite in Orpington, Kent.
| Start Date |
End Date | Venue | |
| 14/03/2012 | 14/03/2012 | Kent | Book Now |
| 03/10/2012 | 03/10/2012 |
Kent |
| The Metrics & Reporting for IT Service course can also be taken as an in-house course, click here for more information. |
Book Online
You can book your training courses online through our booking form - Members please remember to login before booking to take advantage of your discounts.
If you would prefer to book with our training team directly please contact us on training@sdi-e.com or call +44 (0) 1689 889100.
