Mastering ITSM KPIs for High-Impact Results
You're under pressure to prove the value of your IT service management initiatives. Stakeholders demand faster resolution, clearer metrics, and tangible business impact. But without a structured way to define, track, and act on the right KPIs, you’re reacting instead of leading. Reports get ignored. Meetings feel circular. Budgets shrink. You know ITSM is critical, but articulating its contribution feels like shouting into a void. The risk isn’t just inefficiency-it’s irrelevance. What if you could walk into your next review with crisp, compelling evidence that your team is improving service delivery, reducing downtime, and aligning with business goals? Not with vague promises, but with high-impact KPIs that command attention and drive investment. Mastering ITSM KPIs for High-Impact Results is the definitive blueprint for turning raw data into strategic influence. This course shows you how to move from guesswork to governance, from scattered metrics to a unified KPI framework that earns recognition, funding, and long-term support. You'll go from overwhelmed to authoritative-building board-ready dashboards, optimising SLAs, and establishing KPIs that reflect real business outcomes. One senior service delivery manager used this exact framework to reduce incident backlog by 42% in six weeks and secure a 19% budget increase at her annual planning review. Here’s how this course is structured to help you get there.Course Format & Delivery Details Designed for busy IT professionals, this course is self-paced with immediate online access. You can begin within minutes of enrollment and progress on your schedule-no rigid timetables, no live sessions, no deadlines. Most learners complete the program in 4 to 6 weeks, dedicating 60 to 90 minutes per session. Many report seeing measurable improvements in their reporting clarity and stakeholder engagement within the first two modules. Lifetime Access, Zero Obsolescence
- Enjoy lifetime access to all course content, including any and all future updates at no additional cost
- Receive ongoing enhancements as ITSM standards evolve-your investment remains current and relevant
- Access materials 24/7 from any device, anywhere in the world, with full mobile compatibility
Support, Certification & Credibility
You are not alone. Throughout the course, you’ll have direct access to instructor support via guided review points and structured feedback frameworks to ensure your progress is on track. Upon successful completion, you’ll earn a globally recognised Certificate of Completion issued by The Art of Service-a credential trusted by professionals in over 160 countries and frequently cited in performance reviews, job applications, and promotion packages. Transparent, Risk-Free Enrollment
Pricing is straightforward with no hidden fees. We accept Visa, Mastercard, and PayPal-secure payment processing ensures your transaction is protected. We stand behind the value of this course with a 100% satisfaction guarantee. If at any time you feel it’s not meeting your expectations, you’re entitled to a full refund-no questions asked. After enrollment, you’ll receive a confirmation email. Your access details will be sent separately once your course materials are prepared. Designed to Work-Even If…
- You’ve never led a KPI initiative before
- Your current reports are dismissed as “noise”
- You’re unsure which metrics actually matter to leadership
- Your team resists change or data-driven culture
- You’re not in a senior role but want to influence outcomes
This course works even if you’re starting from scratch. The step-by-step methodology breaks down complexity into actionable stages, tested by service managers, process owners, and IT leaders across industries-from financial services to healthcare, government to tech. You gain clarity, confidence, and credibility with every module. The real risk isn’t investing in this course-it’s continuing without it.
Module 1: Foundations of ITSM Performance Measurement - Understanding the role of KPIs in modern IT Service Management
- Differentiating between metrics, KPIs, and metrics that matter
- Aligning KPIs with business objectives and service strategy
- The lifecycle of a high-impact KPI: definition to retirement
- Common pitfalls in ITSM measurement and how to avoid them
- Defining ownership and accountability for KPI governance
- Establishing baselines and historical context for performance tracking
- Linking KPI outcomes to service value streams
- Creating the business case for KPI-driven transformation
- Mapping stakeholder expectations to measurable outcomes
Module 2: Strategic ITSM KPI Frameworks - Introducing the ART of Service KPI Matrix©
- Adopting balanced scorecard principles in ITSM
- Implementing the SMARTER framework for KPI design
- Using the RACI model to assign KPI oversight responsibilities
- Designing KPI hierarchies: enterprise to process level
- Integrating ITIL 4 practice metrics into your framework
- Building a KPI taxonomy for consistency and clarity
- Selecting lead vs lag indicators for predictive insights
- Designing cascading KPIs across departments and teams
- Ensuring regulatory and compliance alignment in your framework
Module 3: Incident Management KPIs That Drive Action - Defining first-line resolution rate and optimising for impact
- Tracking mean time to resolve (MTTR) with precision
- Measuring mean time to acknowledge (MTTA) across shifts
- Analyzing incident volume trends and root cause patterns
- Calculating repeat incident rate and identifying systemic gaps
- Using priority-based reporting to align with business impact
- Monitoring escalation rates and support tier efficiency
- Establishing SLA compliance benchmarks by service type
- Measuring customer effort score in incident handling
- Linking incident KPIs to knowledge base utilisation
- Tracking self-service resolution rate from portals
- Measuring technician workload distribution and fatigue
- Benchmarking performance against industry standards
- Creating dynamic dashboards for incident oversight
- Automating alerts for KPI threshold breaches
Module 4: Problem Management KPIs for Proactive Improvement - Defining problem identification rate and backlogs
- Tracking root cause analysis completion rate
- Measuring known error documentation coverage
- Calculating reduction in related incidents after resolution
- Analyzing problem-to-incident linkage accuracy
- Monitoring time spent on proactive vs reactive problem work
- Using trend analysis to predict recurring issues
- Measuring problem ticket lifecycle duration
- Assessing permanent fix implementation rate
- Linking problem management outcomes to change success
- Tracking workaround usage and dependency risks
- Measuring stakeholder satisfaction with RCA reports
- Creating problem heat maps by service and category
- Integrating feedback loops from incident resolution
- Evaluating cost avoidance from proactive resolution
Module 5: Change Management KPIs for Stability & Speed - Measuring change success rate and rollback frequency
- Tracking emergency change volume and justification trends
- Analysing standard vs normal vs emergency change mix
- Monitoring change approval cycle time by type
- Measuring CAB meeting efficiency and decision velocity
- Calculating change failure rate by team and environment
- Linking failed changes to incident spikes (correlation analysis)
- Tracking change adherence to documentation standards
- Measuring change advisory board (CAB) participation rates
- Assessing change lead time from request to implementation
- Analysing change-related downtime and business impact
- Optimising change schedules using historical performance data
- Measuring automation rate of standard changes
- Using change KPIs to refine risk assessment models
- Reporting change health to executive stakeholders
Module 6: Service Level Management & SLA KPIs - Designing SLAs that reflect actual business needs
- Setting meaningful service level targets (SLTs)
- Measuring SLA compliance rate with accuracy
- Tracking OLA and UC alignment with end-to-end SLAs
- Calculating service credit penalties and their triggers
- Monitoring customer perception vs SLA performance gap
- Using SLA breach forecasts to pre-empt issues
- Reporting service level achievements in business terms
- Conducting SLA review cycle effectiveness audits
- Optimising SLA clauses for flexibility and fairness
- Measuring time to SLA renegotiation and stakeholder feedback
- Creating balanced SLAs across cost, quality, and speed
- Linking SLA performance to vendor management outcomes
- Analysing SLA fatigue and overcommitment risks
- Demonstrating SLA-driven service improvements over time
Module 7: Service Desk & Support KPIs with Business Relevance - Measuring first contact resolution rate accurately
- Tracking average speed of answer and abandonment rate
- Analysing call and contact volume by channel and time
- Calculating customer satisfaction (CSAT) trends post-resolution
- Measuring net promoter score (NPS) for support interactions
- Assessing agent utilisation without burnout risk
- Tracking after-call work time and quality implications
- Analysing skill-based routing efficiency
- Measuring knowledge article usage by agents
- Linking resolution time to customer business impact
- Monitoring service desk cost per ticket by category
- Tracking remote resolution rate and tool effectiveness
- Measuring escalations by reason and avoidability
- Reporting service desk value beyond “ticket counting”
- Aligning staffing models with forecasted demand
Module 8: Availability, Reliability & Capacity KPIs - Measuring system availability and uptime SLAs
- Calculating unplanned vs planned downtime ratios
- Tracking MTBF (mean time between failures) by component
- Analysing MTTR in context of infrastructure criticality
- Using reliability growth models for trend prediction
- Measuring peak vs average load capacity utilisation
- Forecasting resource exhaustion using trend data
- Monitoring threshold breaches in real-time environments
- Linking capacity planning to business growth projections
- Assessing DR readiness using simulated failure KPIs
- Measuring RTO and RPO achievement in test scenarios
- Reporting on infrastructure cost efficiency per unit of service
- Tracking redundancy coverage across critical systems
- Evaluating cloud spend optimisation through usage KPIs
- Analysing auto-scaling responsiveness in dynamic environments
Module 9: Continual Improvement & CSI KPIs - Measuring improvement initiative completion rate
- Tracking time from idea to implemented change
- Calculating ROI of continual service improvement projects
- Assessing staff engagement in improvement suggestions
- Analysing root cause of recurring improvement blockers
- Using CSFs and KPIs to guide CSI prioritisation
- Measuring baseline vs post-improvement performance delta
- Creating improvement backlogs with business alignment
- Linking improvement outcomes to customer satisfaction
- Tracking metric stability after process changes
- Assessing sustainability of improvements over time
- Using balanced scorecards for CSI outcome reporting
- Integrating feedback from audits and reviews into CSI
- Measuring reduction in waste and rework post-improvement
- Demonstrating leadership confidence in CSI programmes
Module 10: Vendor & Third-Party Management KPIs - Measuring vendor SLA compliance reliability
- Tracking dispute resolution time and frequency
- Analysing cost overrun patterns and root causes
- Measuring vendor responsiveness and support quality
- Assessing documentation completeness and accuracy
- Linking vendor performance to internal service outcomes
- Calculating TCO (total cost of ownership) per vendor
- Using scorecards for quarterly vendor performance reviews
- Monitoring contract adherence beyond SLAs
- Tracking change request turnaround time from vendors
- Measuring onboarding and offboarding efficiency
- Assessing innovation contribution from partners
- Analysing dependency risks and single points of failure
- Reporting vendor value beyond cost savings
- Creating exit readiness and transition readiness scores
Module 11: Financial & Cost-Driven ITSM KPIs - Measuring cost per ticket by service and category
- Calculating total cost of service delivery for key offerings
- Analysing cost distribution across support tiers
- Linking IT spend to business unit consumption
- Tracking cost avoidance from proactive problem management
- Using showback and chargeback models effectively
- Measuring ROI of automation initiatives
- Analysing tool licensing utilisation and waste
- Forecasting budget requirements using trend data
- Assessing staffing cost vs productivity gains
- Creating business-friendly financial dashboards
- Justifying investments using demonstrated cost improvements
- Linking cost KPIs to carbon footprint and sustainability goals
- Measuring cost of downtime per business hour
- Reporting IT financial health to non-technical leaders
Module 12: Customer-Centric & Experience-Driven KPIs - Integrating Voice of the Customer (VoC) into KPI design
- Measuring customer effort score across journey touchpoints
- Analysing sentiment from support interactions and surveys
- Tracking time to value for new service onboarding
- Measuring service usability and self-service adoption
- Linking KPIs to employee productivity impact
- Using journey analytics to identify pain points
- Creating customer health scores for proactive engagement
- Reporting experience trends by business segment
- Assessing consistency across service delivery channels
- Linking resolution quality to long-term satisfaction
- Tracking employee experience (EX) in service delivery
- Integrating feedback into service catalogue improvements
- Using digital experience monitoring tools in reporting
- Demonstrating service impact on business outcomes
Module 13: Data Integrity, Quality & Governance KPIs - Measuring CMDB accuracy and completeness rate
- Tracking configuration item (CI) update latency
- Analysing duplicate or orphaned CIs in the database
- Measuring data ownership accountability effectiveness
- Tracking audit findings related to data quality
- Calculating automated vs manual data entry ratios
- Assessing integration health between ITSM tools
- Monitoring API call success rates and error patterns
- Reporting on data validation rule adherence
- Tracking reconciliation frequency and variance rates
- Measuring user access compliance for sensitive data
- Using data quality scores in performance reporting
- Linking poor data to incident and change failures
- Establishing data stewardship cadence and accountability
- Demonstrating improved decision quality with clean data
Module 14: Reporting, Visualisation & Executive Communication - Designing board-ready dashboards with narrative clarity
- Selecting the right chart types for different KPIs
- Using colour theory and layout for maximum impact
- Creating executive summaries from complex data sets
- Linking KPI trends to strategic business metrics
- Reporting on progress without technical jargon
- Establishing standard reporting cadences and formats
- Using storytelling techniques in performance reviews
- Setting up automated report distribution workflows
- Measuring stakeholder comprehension and engagement
- Presenting KPIs in mobile and printable formats
- Archiving reports for audit and historical reference
- Analysing report usage and feedback from recipients
- Linking performance narratives to investment decisions
- Demonstrating transformation through before-and-after views
Module 15: Implementation Roadmap & Certification - Building a 90-day KPI rollout plan tailored to your environment
- Securing stakeholder buy-in using pilot case studies
- Conducting readiness assessments for KPI adoption
- Establishing feedback loops and iteration cycles
- Measuring adoption rate and user engagement
- Managing resistance and driving cultural change
- Integrating KPIs into performance management systems
- Creating maintenance and review schedules
- Setting up continuous validation of KPI relevance
- Preparing for internal and external audits
- Submitting your final project for review
- Receiving personalised feedback from instructors
- Finalising your Certificate of Completion package
- Adding your credential to LinkedIn and CV
- Accessing post-course templates and refresher materials
- Understanding the role of KPIs in modern IT Service Management
- Differentiating between metrics, KPIs, and metrics that matter
- Aligning KPIs with business objectives and service strategy
- The lifecycle of a high-impact KPI: definition to retirement
- Common pitfalls in ITSM measurement and how to avoid them
- Defining ownership and accountability for KPI governance
- Establishing baselines and historical context for performance tracking
- Linking KPI outcomes to service value streams
- Creating the business case for KPI-driven transformation
- Mapping stakeholder expectations to measurable outcomes
Module 2: Strategic ITSM KPI Frameworks - Introducing the ART of Service KPI Matrix©
- Adopting balanced scorecard principles in ITSM
- Implementing the SMARTER framework for KPI design
- Using the RACI model to assign KPI oversight responsibilities
- Designing KPI hierarchies: enterprise to process level
- Integrating ITIL 4 practice metrics into your framework
- Building a KPI taxonomy for consistency and clarity
- Selecting lead vs lag indicators for predictive insights
- Designing cascading KPIs across departments and teams
- Ensuring regulatory and compliance alignment in your framework
Module 3: Incident Management KPIs That Drive Action - Defining first-line resolution rate and optimising for impact
- Tracking mean time to resolve (MTTR) with precision
- Measuring mean time to acknowledge (MTTA) across shifts
- Analyzing incident volume trends and root cause patterns
- Calculating repeat incident rate and identifying systemic gaps
- Using priority-based reporting to align with business impact
- Monitoring escalation rates and support tier efficiency
- Establishing SLA compliance benchmarks by service type
- Measuring customer effort score in incident handling
- Linking incident KPIs to knowledge base utilisation
- Tracking self-service resolution rate from portals
- Measuring technician workload distribution and fatigue
- Benchmarking performance against industry standards
- Creating dynamic dashboards for incident oversight
- Automating alerts for KPI threshold breaches
Module 4: Problem Management KPIs for Proactive Improvement - Defining problem identification rate and backlogs
- Tracking root cause analysis completion rate
- Measuring known error documentation coverage
- Calculating reduction in related incidents after resolution
- Analyzing problem-to-incident linkage accuracy
- Monitoring time spent on proactive vs reactive problem work
- Using trend analysis to predict recurring issues
- Measuring problem ticket lifecycle duration
- Assessing permanent fix implementation rate
- Linking problem management outcomes to change success
- Tracking workaround usage and dependency risks
- Measuring stakeholder satisfaction with RCA reports
- Creating problem heat maps by service and category
- Integrating feedback loops from incident resolution
- Evaluating cost avoidance from proactive resolution
Module 5: Change Management KPIs for Stability & Speed - Measuring change success rate and rollback frequency
- Tracking emergency change volume and justification trends
- Analysing standard vs normal vs emergency change mix
- Monitoring change approval cycle time by type
- Measuring CAB meeting efficiency and decision velocity
- Calculating change failure rate by team and environment
- Linking failed changes to incident spikes (correlation analysis)
- Tracking change adherence to documentation standards
- Measuring change advisory board (CAB) participation rates
- Assessing change lead time from request to implementation
- Analysing change-related downtime and business impact
- Optimising change schedules using historical performance data
- Measuring automation rate of standard changes
- Using change KPIs to refine risk assessment models
- Reporting change health to executive stakeholders
Module 6: Service Level Management & SLA KPIs - Designing SLAs that reflect actual business needs
- Setting meaningful service level targets (SLTs)
- Measuring SLA compliance rate with accuracy
- Tracking OLA and UC alignment with end-to-end SLAs
- Calculating service credit penalties and their triggers
- Monitoring customer perception vs SLA performance gap
- Using SLA breach forecasts to pre-empt issues
- Reporting service level achievements in business terms
- Conducting SLA review cycle effectiveness audits
- Optimising SLA clauses for flexibility and fairness
- Measuring time to SLA renegotiation and stakeholder feedback
- Creating balanced SLAs across cost, quality, and speed
- Linking SLA performance to vendor management outcomes
- Analysing SLA fatigue and overcommitment risks
- Demonstrating SLA-driven service improvements over time
Module 7: Service Desk & Support KPIs with Business Relevance - Measuring first contact resolution rate accurately
- Tracking average speed of answer and abandonment rate
- Analysing call and contact volume by channel and time
- Calculating customer satisfaction (CSAT) trends post-resolution
- Measuring net promoter score (NPS) for support interactions
- Assessing agent utilisation without burnout risk
- Tracking after-call work time and quality implications
- Analysing skill-based routing efficiency
- Measuring knowledge article usage by agents
- Linking resolution time to customer business impact
- Monitoring service desk cost per ticket by category
- Tracking remote resolution rate and tool effectiveness
- Measuring escalations by reason and avoidability
- Reporting service desk value beyond “ticket counting”
- Aligning staffing models with forecasted demand
Module 8: Availability, Reliability & Capacity KPIs - Measuring system availability and uptime SLAs
- Calculating unplanned vs planned downtime ratios
- Tracking MTBF (mean time between failures) by component
- Analysing MTTR in context of infrastructure criticality
- Using reliability growth models for trend prediction
- Measuring peak vs average load capacity utilisation
- Forecasting resource exhaustion using trend data
- Monitoring threshold breaches in real-time environments
- Linking capacity planning to business growth projections
- Assessing DR readiness using simulated failure KPIs
- Measuring RTO and RPO achievement in test scenarios
- Reporting on infrastructure cost efficiency per unit of service
- Tracking redundancy coverage across critical systems
- Evaluating cloud spend optimisation through usage KPIs
- Analysing auto-scaling responsiveness in dynamic environments
Module 9: Continual Improvement & CSI KPIs - Measuring improvement initiative completion rate
- Tracking time from idea to implemented change
- Calculating ROI of continual service improvement projects
- Assessing staff engagement in improvement suggestions
- Analysing root cause of recurring improvement blockers
- Using CSFs and KPIs to guide CSI prioritisation
- Measuring baseline vs post-improvement performance delta
- Creating improvement backlogs with business alignment
- Linking improvement outcomes to customer satisfaction
- Tracking metric stability after process changes
- Assessing sustainability of improvements over time
- Using balanced scorecards for CSI outcome reporting
- Integrating feedback from audits and reviews into CSI
- Measuring reduction in waste and rework post-improvement
- Demonstrating leadership confidence in CSI programmes
Module 10: Vendor & Third-Party Management KPIs - Measuring vendor SLA compliance reliability
- Tracking dispute resolution time and frequency
- Analysing cost overrun patterns and root causes
- Measuring vendor responsiveness and support quality
- Assessing documentation completeness and accuracy
- Linking vendor performance to internal service outcomes
- Calculating TCO (total cost of ownership) per vendor
- Using scorecards for quarterly vendor performance reviews
- Monitoring contract adherence beyond SLAs
- Tracking change request turnaround time from vendors
- Measuring onboarding and offboarding efficiency
- Assessing innovation contribution from partners
- Analysing dependency risks and single points of failure
- Reporting vendor value beyond cost savings
- Creating exit readiness and transition readiness scores
Module 11: Financial & Cost-Driven ITSM KPIs - Measuring cost per ticket by service and category
- Calculating total cost of service delivery for key offerings
- Analysing cost distribution across support tiers
- Linking IT spend to business unit consumption
- Tracking cost avoidance from proactive problem management
- Using showback and chargeback models effectively
- Measuring ROI of automation initiatives
- Analysing tool licensing utilisation and waste
- Forecasting budget requirements using trend data
- Assessing staffing cost vs productivity gains
- Creating business-friendly financial dashboards
- Justifying investments using demonstrated cost improvements
- Linking cost KPIs to carbon footprint and sustainability goals
- Measuring cost of downtime per business hour
- Reporting IT financial health to non-technical leaders
Module 12: Customer-Centric & Experience-Driven KPIs - Integrating Voice of the Customer (VoC) into KPI design
- Measuring customer effort score across journey touchpoints
- Analysing sentiment from support interactions and surveys
- Tracking time to value for new service onboarding
- Measuring service usability and self-service adoption
- Linking KPIs to employee productivity impact
- Using journey analytics to identify pain points
- Creating customer health scores for proactive engagement
- Reporting experience trends by business segment
- Assessing consistency across service delivery channels
- Linking resolution quality to long-term satisfaction
- Tracking employee experience (EX) in service delivery
- Integrating feedback into service catalogue improvements
- Using digital experience monitoring tools in reporting
- Demonstrating service impact on business outcomes
Module 13: Data Integrity, Quality & Governance KPIs - Measuring CMDB accuracy and completeness rate
- Tracking configuration item (CI) update latency
- Analysing duplicate or orphaned CIs in the database
- Measuring data ownership accountability effectiveness
- Tracking audit findings related to data quality
- Calculating automated vs manual data entry ratios
- Assessing integration health between ITSM tools
- Monitoring API call success rates and error patterns
- Reporting on data validation rule adherence
- Tracking reconciliation frequency and variance rates
- Measuring user access compliance for sensitive data
- Using data quality scores in performance reporting
- Linking poor data to incident and change failures
- Establishing data stewardship cadence and accountability
- Demonstrating improved decision quality with clean data
Module 14: Reporting, Visualisation & Executive Communication - Designing board-ready dashboards with narrative clarity
- Selecting the right chart types for different KPIs
- Using colour theory and layout for maximum impact
- Creating executive summaries from complex data sets
- Linking KPI trends to strategic business metrics
- Reporting on progress without technical jargon
- Establishing standard reporting cadences and formats
- Using storytelling techniques in performance reviews
- Setting up automated report distribution workflows
- Measuring stakeholder comprehension and engagement
- Presenting KPIs in mobile and printable formats
- Archiving reports for audit and historical reference
- Analysing report usage and feedback from recipients
- Linking performance narratives to investment decisions
- Demonstrating transformation through before-and-after views
Module 15: Implementation Roadmap & Certification - Building a 90-day KPI rollout plan tailored to your environment
- Securing stakeholder buy-in using pilot case studies
- Conducting readiness assessments for KPI adoption
- Establishing feedback loops and iteration cycles
- Measuring adoption rate and user engagement
- Managing resistance and driving cultural change
- Integrating KPIs into performance management systems
- Creating maintenance and review schedules
- Setting up continuous validation of KPI relevance
- Preparing for internal and external audits
- Submitting your final project for review
- Receiving personalised feedback from instructors
- Finalising your Certificate of Completion package
- Adding your credential to LinkedIn and CV
- Accessing post-course templates and refresher materials
- Defining first-line resolution rate and optimising for impact
- Tracking mean time to resolve (MTTR) with precision
- Measuring mean time to acknowledge (MTTA) across shifts
- Analyzing incident volume trends and root cause patterns
- Calculating repeat incident rate and identifying systemic gaps
- Using priority-based reporting to align with business impact
- Monitoring escalation rates and support tier efficiency
- Establishing SLA compliance benchmarks by service type
- Measuring customer effort score in incident handling
- Linking incident KPIs to knowledge base utilisation
- Tracking self-service resolution rate from portals
- Measuring technician workload distribution and fatigue
- Benchmarking performance against industry standards
- Creating dynamic dashboards for incident oversight
- Automating alerts for KPI threshold breaches
Module 4: Problem Management KPIs for Proactive Improvement - Defining problem identification rate and backlogs
- Tracking root cause analysis completion rate
- Measuring known error documentation coverage
- Calculating reduction in related incidents after resolution
- Analyzing problem-to-incident linkage accuracy
- Monitoring time spent on proactive vs reactive problem work
- Using trend analysis to predict recurring issues
- Measuring problem ticket lifecycle duration
- Assessing permanent fix implementation rate
- Linking problem management outcomes to change success
- Tracking workaround usage and dependency risks
- Measuring stakeholder satisfaction with RCA reports
- Creating problem heat maps by service and category
- Integrating feedback loops from incident resolution
- Evaluating cost avoidance from proactive resolution
Module 5: Change Management KPIs for Stability & Speed - Measuring change success rate and rollback frequency
- Tracking emergency change volume and justification trends
- Analysing standard vs normal vs emergency change mix
- Monitoring change approval cycle time by type
- Measuring CAB meeting efficiency and decision velocity
- Calculating change failure rate by team and environment
- Linking failed changes to incident spikes (correlation analysis)
- Tracking change adherence to documentation standards
- Measuring change advisory board (CAB) participation rates
- Assessing change lead time from request to implementation
- Analysing change-related downtime and business impact
- Optimising change schedules using historical performance data
- Measuring automation rate of standard changes
- Using change KPIs to refine risk assessment models
- Reporting change health to executive stakeholders
Module 6: Service Level Management & SLA KPIs - Designing SLAs that reflect actual business needs
- Setting meaningful service level targets (SLTs)
- Measuring SLA compliance rate with accuracy
- Tracking OLA and UC alignment with end-to-end SLAs
- Calculating service credit penalties and their triggers
- Monitoring customer perception vs SLA performance gap
- Using SLA breach forecasts to pre-empt issues
- Reporting service level achievements in business terms
- Conducting SLA review cycle effectiveness audits
- Optimising SLA clauses for flexibility and fairness
- Measuring time to SLA renegotiation and stakeholder feedback
- Creating balanced SLAs across cost, quality, and speed
- Linking SLA performance to vendor management outcomes
- Analysing SLA fatigue and overcommitment risks
- Demonstrating SLA-driven service improvements over time
Module 7: Service Desk & Support KPIs with Business Relevance - Measuring first contact resolution rate accurately
- Tracking average speed of answer and abandonment rate
- Analysing call and contact volume by channel and time
- Calculating customer satisfaction (CSAT) trends post-resolution
- Measuring net promoter score (NPS) for support interactions
- Assessing agent utilisation without burnout risk
- Tracking after-call work time and quality implications
- Analysing skill-based routing efficiency
- Measuring knowledge article usage by agents
- Linking resolution time to customer business impact
- Monitoring service desk cost per ticket by category
- Tracking remote resolution rate and tool effectiveness
- Measuring escalations by reason and avoidability
- Reporting service desk value beyond “ticket counting”
- Aligning staffing models with forecasted demand
Module 8: Availability, Reliability & Capacity KPIs - Measuring system availability and uptime SLAs
- Calculating unplanned vs planned downtime ratios
- Tracking MTBF (mean time between failures) by component
- Analysing MTTR in context of infrastructure criticality
- Using reliability growth models for trend prediction
- Measuring peak vs average load capacity utilisation
- Forecasting resource exhaustion using trend data
- Monitoring threshold breaches in real-time environments
- Linking capacity planning to business growth projections
- Assessing DR readiness using simulated failure KPIs
- Measuring RTO and RPO achievement in test scenarios
- Reporting on infrastructure cost efficiency per unit of service
- Tracking redundancy coverage across critical systems
- Evaluating cloud spend optimisation through usage KPIs
- Analysing auto-scaling responsiveness in dynamic environments
Module 9: Continual Improvement & CSI KPIs - Measuring improvement initiative completion rate
- Tracking time from idea to implemented change
- Calculating ROI of continual service improvement projects
- Assessing staff engagement in improvement suggestions
- Analysing root cause of recurring improvement blockers
- Using CSFs and KPIs to guide CSI prioritisation
- Measuring baseline vs post-improvement performance delta
- Creating improvement backlogs with business alignment
- Linking improvement outcomes to customer satisfaction
- Tracking metric stability after process changes
- Assessing sustainability of improvements over time
- Using balanced scorecards for CSI outcome reporting
- Integrating feedback from audits and reviews into CSI
- Measuring reduction in waste and rework post-improvement
- Demonstrating leadership confidence in CSI programmes
Module 10: Vendor & Third-Party Management KPIs - Measuring vendor SLA compliance reliability
- Tracking dispute resolution time and frequency
- Analysing cost overrun patterns and root causes
- Measuring vendor responsiveness and support quality
- Assessing documentation completeness and accuracy
- Linking vendor performance to internal service outcomes
- Calculating TCO (total cost of ownership) per vendor
- Using scorecards for quarterly vendor performance reviews
- Monitoring contract adherence beyond SLAs
- Tracking change request turnaround time from vendors
- Measuring onboarding and offboarding efficiency
- Assessing innovation contribution from partners
- Analysing dependency risks and single points of failure
- Reporting vendor value beyond cost savings
- Creating exit readiness and transition readiness scores
Module 11: Financial & Cost-Driven ITSM KPIs - Measuring cost per ticket by service and category
- Calculating total cost of service delivery for key offerings
- Analysing cost distribution across support tiers
- Linking IT spend to business unit consumption
- Tracking cost avoidance from proactive problem management
- Using showback and chargeback models effectively
- Measuring ROI of automation initiatives
- Analysing tool licensing utilisation and waste
- Forecasting budget requirements using trend data
- Assessing staffing cost vs productivity gains
- Creating business-friendly financial dashboards
- Justifying investments using demonstrated cost improvements
- Linking cost KPIs to carbon footprint and sustainability goals
- Measuring cost of downtime per business hour
- Reporting IT financial health to non-technical leaders
Module 12: Customer-Centric & Experience-Driven KPIs - Integrating Voice of the Customer (VoC) into KPI design
- Measuring customer effort score across journey touchpoints
- Analysing sentiment from support interactions and surveys
- Tracking time to value for new service onboarding
- Measuring service usability and self-service adoption
- Linking KPIs to employee productivity impact
- Using journey analytics to identify pain points
- Creating customer health scores for proactive engagement
- Reporting experience trends by business segment
- Assessing consistency across service delivery channels
- Linking resolution quality to long-term satisfaction
- Tracking employee experience (EX) in service delivery
- Integrating feedback into service catalogue improvements
- Using digital experience monitoring tools in reporting
- Demonstrating service impact on business outcomes
Module 13: Data Integrity, Quality & Governance KPIs - Measuring CMDB accuracy and completeness rate
- Tracking configuration item (CI) update latency
- Analysing duplicate or orphaned CIs in the database
- Measuring data ownership accountability effectiveness
- Tracking audit findings related to data quality
- Calculating automated vs manual data entry ratios
- Assessing integration health between ITSM tools
- Monitoring API call success rates and error patterns
- Reporting on data validation rule adherence
- Tracking reconciliation frequency and variance rates
- Measuring user access compliance for sensitive data
- Using data quality scores in performance reporting
- Linking poor data to incident and change failures
- Establishing data stewardship cadence and accountability
- Demonstrating improved decision quality with clean data
Module 14: Reporting, Visualisation & Executive Communication - Designing board-ready dashboards with narrative clarity
- Selecting the right chart types for different KPIs
- Using colour theory and layout for maximum impact
- Creating executive summaries from complex data sets
- Linking KPI trends to strategic business metrics
- Reporting on progress without technical jargon
- Establishing standard reporting cadences and formats
- Using storytelling techniques in performance reviews
- Setting up automated report distribution workflows
- Measuring stakeholder comprehension and engagement
- Presenting KPIs in mobile and printable formats
- Archiving reports for audit and historical reference
- Analysing report usage and feedback from recipients
- Linking performance narratives to investment decisions
- Demonstrating transformation through before-and-after views
Module 15: Implementation Roadmap & Certification - Building a 90-day KPI rollout plan tailored to your environment
- Securing stakeholder buy-in using pilot case studies
- Conducting readiness assessments for KPI adoption
- Establishing feedback loops and iteration cycles
- Measuring adoption rate and user engagement
- Managing resistance and driving cultural change
- Integrating KPIs into performance management systems
- Creating maintenance and review schedules
- Setting up continuous validation of KPI relevance
- Preparing for internal and external audits
- Submitting your final project for review
- Receiving personalised feedback from instructors
- Finalising your Certificate of Completion package
- Adding your credential to LinkedIn and CV
- Accessing post-course templates and refresher materials
- Measuring change success rate and rollback frequency
- Tracking emergency change volume and justification trends
- Analysing standard vs normal vs emergency change mix
- Monitoring change approval cycle time by type
- Measuring CAB meeting efficiency and decision velocity
- Calculating change failure rate by team and environment
- Linking failed changes to incident spikes (correlation analysis)
- Tracking change adherence to documentation standards
- Measuring change advisory board (CAB) participation rates
- Assessing change lead time from request to implementation
- Analysing change-related downtime and business impact
- Optimising change schedules using historical performance data
- Measuring automation rate of standard changes
- Using change KPIs to refine risk assessment models
- Reporting change health to executive stakeholders
Module 6: Service Level Management & SLA KPIs - Designing SLAs that reflect actual business needs
- Setting meaningful service level targets (SLTs)
- Measuring SLA compliance rate with accuracy
- Tracking OLA and UC alignment with end-to-end SLAs
- Calculating service credit penalties and their triggers
- Monitoring customer perception vs SLA performance gap
- Using SLA breach forecasts to pre-empt issues
- Reporting service level achievements in business terms
- Conducting SLA review cycle effectiveness audits
- Optimising SLA clauses for flexibility and fairness
- Measuring time to SLA renegotiation and stakeholder feedback
- Creating balanced SLAs across cost, quality, and speed
- Linking SLA performance to vendor management outcomes
- Analysing SLA fatigue and overcommitment risks
- Demonstrating SLA-driven service improvements over time
Module 7: Service Desk & Support KPIs with Business Relevance - Measuring first contact resolution rate accurately
- Tracking average speed of answer and abandonment rate
- Analysing call and contact volume by channel and time
- Calculating customer satisfaction (CSAT) trends post-resolution
- Measuring net promoter score (NPS) for support interactions
- Assessing agent utilisation without burnout risk
- Tracking after-call work time and quality implications
- Analysing skill-based routing efficiency
- Measuring knowledge article usage by agents
- Linking resolution time to customer business impact
- Monitoring service desk cost per ticket by category
- Tracking remote resolution rate and tool effectiveness
- Measuring escalations by reason and avoidability
- Reporting service desk value beyond “ticket counting”
- Aligning staffing models with forecasted demand
Module 8: Availability, Reliability & Capacity KPIs - Measuring system availability and uptime SLAs
- Calculating unplanned vs planned downtime ratios
- Tracking MTBF (mean time between failures) by component
- Analysing MTTR in context of infrastructure criticality
- Using reliability growth models for trend prediction
- Measuring peak vs average load capacity utilisation
- Forecasting resource exhaustion using trend data
- Monitoring threshold breaches in real-time environments
- Linking capacity planning to business growth projections
- Assessing DR readiness using simulated failure KPIs
- Measuring RTO and RPO achievement in test scenarios
- Reporting on infrastructure cost efficiency per unit of service
- Tracking redundancy coverage across critical systems
- Evaluating cloud spend optimisation through usage KPIs
- Analysing auto-scaling responsiveness in dynamic environments
Module 9: Continual Improvement & CSI KPIs - Measuring improvement initiative completion rate
- Tracking time from idea to implemented change
- Calculating ROI of continual service improvement projects
- Assessing staff engagement in improvement suggestions
- Analysing root cause of recurring improvement blockers
- Using CSFs and KPIs to guide CSI prioritisation
- Measuring baseline vs post-improvement performance delta
- Creating improvement backlogs with business alignment
- Linking improvement outcomes to customer satisfaction
- Tracking metric stability after process changes
- Assessing sustainability of improvements over time
- Using balanced scorecards for CSI outcome reporting
- Integrating feedback from audits and reviews into CSI
- Measuring reduction in waste and rework post-improvement
- Demonstrating leadership confidence in CSI programmes
Module 10: Vendor & Third-Party Management KPIs - Measuring vendor SLA compliance reliability
- Tracking dispute resolution time and frequency
- Analysing cost overrun patterns and root causes
- Measuring vendor responsiveness and support quality
- Assessing documentation completeness and accuracy
- Linking vendor performance to internal service outcomes
- Calculating TCO (total cost of ownership) per vendor
- Using scorecards for quarterly vendor performance reviews
- Monitoring contract adherence beyond SLAs
- Tracking change request turnaround time from vendors
- Measuring onboarding and offboarding efficiency
- Assessing innovation contribution from partners
- Analysing dependency risks and single points of failure
- Reporting vendor value beyond cost savings
- Creating exit readiness and transition readiness scores
Module 11: Financial & Cost-Driven ITSM KPIs - Measuring cost per ticket by service and category
- Calculating total cost of service delivery for key offerings
- Analysing cost distribution across support tiers
- Linking IT spend to business unit consumption
- Tracking cost avoidance from proactive problem management
- Using showback and chargeback models effectively
- Measuring ROI of automation initiatives
- Analysing tool licensing utilisation and waste
- Forecasting budget requirements using trend data
- Assessing staffing cost vs productivity gains
- Creating business-friendly financial dashboards
- Justifying investments using demonstrated cost improvements
- Linking cost KPIs to carbon footprint and sustainability goals
- Measuring cost of downtime per business hour
- Reporting IT financial health to non-technical leaders
Module 12: Customer-Centric & Experience-Driven KPIs - Integrating Voice of the Customer (VoC) into KPI design
- Measuring customer effort score across journey touchpoints
- Analysing sentiment from support interactions and surveys
- Tracking time to value for new service onboarding
- Measuring service usability and self-service adoption
- Linking KPIs to employee productivity impact
- Using journey analytics to identify pain points
- Creating customer health scores for proactive engagement
- Reporting experience trends by business segment
- Assessing consistency across service delivery channels
- Linking resolution quality to long-term satisfaction
- Tracking employee experience (EX) in service delivery
- Integrating feedback into service catalogue improvements
- Using digital experience monitoring tools in reporting
- Demonstrating service impact on business outcomes
Module 13: Data Integrity, Quality & Governance KPIs - Measuring CMDB accuracy and completeness rate
- Tracking configuration item (CI) update latency
- Analysing duplicate or orphaned CIs in the database
- Measuring data ownership accountability effectiveness
- Tracking audit findings related to data quality
- Calculating automated vs manual data entry ratios
- Assessing integration health between ITSM tools
- Monitoring API call success rates and error patterns
- Reporting on data validation rule adherence
- Tracking reconciliation frequency and variance rates
- Measuring user access compliance for sensitive data
- Using data quality scores in performance reporting
- Linking poor data to incident and change failures
- Establishing data stewardship cadence and accountability
- Demonstrating improved decision quality with clean data
Module 14: Reporting, Visualisation & Executive Communication - Designing board-ready dashboards with narrative clarity
- Selecting the right chart types for different KPIs
- Using colour theory and layout for maximum impact
- Creating executive summaries from complex data sets
- Linking KPI trends to strategic business metrics
- Reporting on progress without technical jargon
- Establishing standard reporting cadences and formats
- Using storytelling techniques in performance reviews
- Setting up automated report distribution workflows
- Measuring stakeholder comprehension and engagement
- Presenting KPIs in mobile and printable formats
- Archiving reports for audit and historical reference
- Analysing report usage and feedback from recipients
- Linking performance narratives to investment decisions
- Demonstrating transformation through before-and-after views
Module 15: Implementation Roadmap & Certification - Building a 90-day KPI rollout plan tailored to your environment
- Securing stakeholder buy-in using pilot case studies
- Conducting readiness assessments for KPI adoption
- Establishing feedback loops and iteration cycles
- Measuring adoption rate and user engagement
- Managing resistance and driving cultural change
- Integrating KPIs into performance management systems
- Creating maintenance and review schedules
- Setting up continuous validation of KPI relevance
- Preparing for internal and external audits
- Submitting your final project for review
- Receiving personalised feedback from instructors
- Finalising your Certificate of Completion package
- Adding your credential to LinkedIn and CV
- Accessing post-course templates and refresher materials
- Measuring first contact resolution rate accurately
- Tracking average speed of answer and abandonment rate
- Analysing call and contact volume by channel and time
- Calculating customer satisfaction (CSAT) trends post-resolution
- Measuring net promoter score (NPS) for support interactions
- Assessing agent utilisation without burnout risk
- Tracking after-call work time and quality implications
- Analysing skill-based routing efficiency
- Measuring knowledge article usage by agents
- Linking resolution time to customer business impact
- Monitoring service desk cost per ticket by category
- Tracking remote resolution rate and tool effectiveness
- Measuring escalations by reason and avoidability
- Reporting service desk value beyond “ticket counting”
- Aligning staffing models with forecasted demand
Module 8: Availability, Reliability & Capacity KPIs - Measuring system availability and uptime SLAs
- Calculating unplanned vs planned downtime ratios
- Tracking MTBF (mean time between failures) by component
- Analysing MTTR in context of infrastructure criticality
- Using reliability growth models for trend prediction
- Measuring peak vs average load capacity utilisation
- Forecasting resource exhaustion using trend data
- Monitoring threshold breaches in real-time environments
- Linking capacity planning to business growth projections
- Assessing DR readiness using simulated failure KPIs
- Measuring RTO and RPO achievement in test scenarios
- Reporting on infrastructure cost efficiency per unit of service
- Tracking redundancy coverage across critical systems
- Evaluating cloud spend optimisation through usage KPIs
- Analysing auto-scaling responsiveness in dynamic environments
Module 9: Continual Improvement & CSI KPIs - Measuring improvement initiative completion rate
- Tracking time from idea to implemented change
- Calculating ROI of continual service improvement projects
- Assessing staff engagement in improvement suggestions
- Analysing root cause of recurring improvement blockers
- Using CSFs and KPIs to guide CSI prioritisation
- Measuring baseline vs post-improvement performance delta
- Creating improvement backlogs with business alignment
- Linking improvement outcomes to customer satisfaction
- Tracking metric stability after process changes
- Assessing sustainability of improvements over time
- Using balanced scorecards for CSI outcome reporting
- Integrating feedback from audits and reviews into CSI
- Measuring reduction in waste and rework post-improvement
- Demonstrating leadership confidence in CSI programmes
Module 10: Vendor & Third-Party Management KPIs - Measuring vendor SLA compliance reliability
- Tracking dispute resolution time and frequency
- Analysing cost overrun patterns and root causes
- Measuring vendor responsiveness and support quality
- Assessing documentation completeness and accuracy
- Linking vendor performance to internal service outcomes
- Calculating TCO (total cost of ownership) per vendor
- Using scorecards for quarterly vendor performance reviews
- Monitoring contract adherence beyond SLAs
- Tracking change request turnaround time from vendors
- Measuring onboarding and offboarding efficiency
- Assessing innovation contribution from partners
- Analysing dependency risks and single points of failure
- Reporting vendor value beyond cost savings
- Creating exit readiness and transition readiness scores
Module 11: Financial & Cost-Driven ITSM KPIs - Measuring cost per ticket by service and category
- Calculating total cost of service delivery for key offerings
- Analysing cost distribution across support tiers
- Linking IT spend to business unit consumption
- Tracking cost avoidance from proactive problem management
- Using showback and chargeback models effectively
- Measuring ROI of automation initiatives
- Analysing tool licensing utilisation and waste
- Forecasting budget requirements using trend data
- Assessing staffing cost vs productivity gains
- Creating business-friendly financial dashboards
- Justifying investments using demonstrated cost improvements
- Linking cost KPIs to carbon footprint and sustainability goals
- Measuring cost of downtime per business hour
- Reporting IT financial health to non-technical leaders
Module 12: Customer-Centric & Experience-Driven KPIs - Integrating Voice of the Customer (VoC) into KPI design
- Measuring customer effort score across journey touchpoints
- Analysing sentiment from support interactions and surveys
- Tracking time to value for new service onboarding
- Measuring service usability and self-service adoption
- Linking KPIs to employee productivity impact
- Using journey analytics to identify pain points
- Creating customer health scores for proactive engagement
- Reporting experience trends by business segment
- Assessing consistency across service delivery channels
- Linking resolution quality to long-term satisfaction
- Tracking employee experience (EX) in service delivery
- Integrating feedback into service catalogue improvements
- Using digital experience monitoring tools in reporting
- Demonstrating service impact on business outcomes
Module 13: Data Integrity, Quality & Governance KPIs - Measuring CMDB accuracy and completeness rate
- Tracking configuration item (CI) update latency
- Analysing duplicate or orphaned CIs in the database
- Measuring data ownership accountability effectiveness
- Tracking audit findings related to data quality
- Calculating automated vs manual data entry ratios
- Assessing integration health between ITSM tools
- Monitoring API call success rates and error patterns
- Reporting on data validation rule adherence
- Tracking reconciliation frequency and variance rates
- Measuring user access compliance for sensitive data
- Using data quality scores in performance reporting
- Linking poor data to incident and change failures
- Establishing data stewardship cadence and accountability
- Demonstrating improved decision quality with clean data
Module 14: Reporting, Visualisation & Executive Communication - Designing board-ready dashboards with narrative clarity
- Selecting the right chart types for different KPIs
- Using colour theory and layout for maximum impact
- Creating executive summaries from complex data sets
- Linking KPI trends to strategic business metrics
- Reporting on progress without technical jargon
- Establishing standard reporting cadences and formats
- Using storytelling techniques in performance reviews
- Setting up automated report distribution workflows
- Measuring stakeholder comprehension and engagement
- Presenting KPIs in mobile and printable formats
- Archiving reports for audit and historical reference
- Analysing report usage and feedback from recipients
- Linking performance narratives to investment decisions
- Demonstrating transformation through before-and-after views
Module 15: Implementation Roadmap & Certification - Building a 90-day KPI rollout plan tailored to your environment
- Securing stakeholder buy-in using pilot case studies
- Conducting readiness assessments for KPI adoption
- Establishing feedback loops and iteration cycles
- Measuring adoption rate and user engagement
- Managing resistance and driving cultural change
- Integrating KPIs into performance management systems
- Creating maintenance and review schedules
- Setting up continuous validation of KPI relevance
- Preparing for internal and external audits
- Submitting your final project for review
- Receiving personalised feedback from instructors
- Finalising your Certificate of Completion package
- Adding your credential to LinkedIn and CV
- Accessing post-course templates and refresher materials
- Measuring improvement initiative completion rate
- Tracking time from idea to implemented change
- Calculating ROI of continual service improvement projects
- Assessing staff engagement in improvement suggestions
- Analysing root cause of recurring improvement blockers
- Using CSFs and KPIs to guide CSI prioritisation
- Measuring baseline vs post-improvement performance delta
- Creating improvement backlogs with business alignment
- Linking improvement outcomes to customer satisfaction
- Tracking metric stability after process changes
- Assessing sustainability of improvements over time
- Using balanced scorecards for CSI outcome reporting
- Integrating feedback from audits and reviews into CSI
- Measuring reduction in waste and rework post-improvement
- Demonstrating leadership confidence in CSI programmes
Module 10: Vendor & Third-Party Management KPIs - Measuring vendor SLA compliance reliability
- Tracking dispute resolution time and frequency
- Analysing cost overrun patterns and root causes
- Measuring vendor responsiveness and support quality
- Assessing documentation completeness and accuracy
- Linking vendor performance to internal service outcomes
- Calculating TCO (total cost of ownership) per vendor
- Using scorecards for quarterly vendor performance reviews
- Monitoring contract adherence beyond SLAs
- Tracking change request turnaround time from vendors
- Measuring onboarding and offboarding efficiency
- Assessing innovation contribution from partners
- Analysing dependency risks and single points of failure
- Reporting vendor value beyond cost savings
- Creating exit readiness and transition readiness scores
Module 11: Financial & Cost-Driven ITSM KPIs - Measuring cost per ticket by service and category
- Calculating total cost of service delivery for key offerings
- Analysing cost distribution across support tiers
- Linking IT spend to business unit consumption
- Tracking cost avoidance from proactive problem management
- Using showback and chargeback models effectively
- Measuring ROI of automation initiatives
- Analysing tool licensing utilisation and waste
- Forecasting budget requirements using trend data
- Assessing staffing cost vs productivity gains
- Creating business-friendly financial dashboards
- Justifying investments using demonstrated cost improvements
- Linking cost KPIs to carbon footprint and sustainability goals
- Measuring cost of downtime per business hour
- Reporting IT financial health to non-technical leaders
Module 12: Customer-Centric & Experience-Driven KPIs - Integrating Voice of the Customer (VoC) into KPI design
- Measuring customer effort score across journey touchpoints
- Analysing sentiment from support interactions and surveys
- Tracking time to value for new service onboarding
- Measuring service usability and self-service adoption
- Linking KPIs to employee productivity impact
- Using journey analytics to identify pain points
- Creating customer health scores for proactive engagement
- Reporting experience trends by business segment
- Assessing consistency across service delivery channels
- Linking resolution quality to long-term satisfaction
- Tracking employee experience (EX) in service delivery
- Integrating feedback into service catalogue improvements
- Using digital experience monitoring tools in reporting
- Demonstrating service impact on business outcomes
Module 13: Data Integrity, Quality & Governance KPIs - Measuring CMDB accuracy and completeness rate
- Tracking configuration item (CI) update latency
- Analysing duplicate or orphaned CIs in the database
- Measuring data ownership accountability effectiveness
- Tracking audit findings related to data quality
- Calculating automated vs manual data entry ratios
- Assessing integration health between ITSM tools
- Monitoring API call success rates and error patterns
- Reporting on data validation rule adherence
- Tracking reconciliation frequency and variance rates
- Measuring user access compliance for sensitive data
- Using data quality scores in performance reporting
- Linking poor data to incident and change failures
- Establishing data stewardship cadence and accountability
- Demonstrating improved decision quality with clean data
Module 14: Reporting, Visualisation & Executive Communication - Designing board-ready dashboards with narrative clarity
- Selecting the right chart types for different KPIs
- Using colour theory and layout for maximum impact
- Creating executive summaries from complex data sets
- Linking KPI trends to strategic business metrics
- Reporting on progress without technical jargon
- Establishing standard reporting cadences and formats
- Using storytelling techniques in performance reviews
- Setting up automated report distribution workflows
- Measuring stakeholder comprehension and engagement
- Presenting KPIs in mobile and printable formats
- Archiving reports for audit and historical reference
- Analysing report usage and feedback from recipients
- Linking performance narratives to investment decisions
- Demonstrating transformation through before-and-after views
Module 15: Implementation Roadmap & Certification - Building a 90-day KPI rollout plan tailored to your environment
- Securing stakeholder buy-in using pilot case studies
- Conducting readiness assessments for KPI adoption
- Establishing feedback loops and iteration cycles
- Measuring adoption rate and user engagement
- Managing resistance and driving cultural change
- Integrating KPIs into performance management systems
- Creating maintenance and review schedules
- Setting up continuous validation of KPI relevance
- Preparing for internal and external audits
- Submitting your final project for review
- Receiving personalised feedback from instructors
- Finalising your Certificate of Completion package
- Adding your credential to LinkedIn and CV
- Accessing post-course templates and refresher materials
- Measuring cost per ticket by service and category
- Calculating total cost of service delivery for key offerings
- Analysing cost distribution across support tiers
- Linking IT spend to business unit consumption
- Tracking cost avoidance from proactive problem management
- Using showback and chargeback models effectively
- Measuring ROI of automation initiatives
- Analysing tool licensing utilisation and waste
- Forecasting budget requirements using trend data
- Assessing staffing cost vs productivity gains
- Creating business-friendly financial dashboards
- Justifying investments using demonstrated cost improvements
- Linking cost KPIs to carbon footprint and sustainability goals
- Measuring cost of downtime per business hour
- Reporting IT financial health to non-technical leaders
Module 12: Customer-Centric & Experience-Driven KPIs - Integrating Voice of the Customer (VoC) into KPI design
- Measuring customer effort score across journey touchpoints
- Analysing sentiment from support interactions and surveys
- Tracking time to value for new service onboarding
- Measuring service usability and self-service adoption
- Linking KPIs to employee productivity impact
- Using journey analytics to identify pain points
- Creating customer health scores for proactive engagement
- Reporting experience trends by business segment
- Assessing consistency across service delivery channels
- Linking resolution quality to long-term satisfaction
- Tracking employee experience (EX) in service delivery
- Integrating feedback into service catalogue improvements
- Using digital experience monitoring tools in reporting
- Demonstrating service impact on business outcomes
Module 13: Data Integrity, Quality & Governance KPIs - Measuring CMDB accuracy and completeness rate
- Tracking configuration item (CI) update latency
- Analysing duplicate or orphaned CIs in the database
- Measuring data ownership accountability effectiveness
- Tracking audit findings related to data quality
- Calculating automated vs manual data entry ratios
- Assessing integration health between ITSM tools
- Monitoring API call success rates and error patterns
- Reporting on data validation rule adherence
- Tracking reconciliation frequency and variance rates
- Measuring user access compliance for sensitive data
- Using data quality scores in performance reporting
- Linking poor data to incident and change failures
- Establishing data stewardship cadence and accountability
- Demonstrating improved decision quality with clean data
Module 14: Reporting, Visualisation & Executive Communication - Designing board-ready dashboards with narrative clarity
- Selecting the right chart types for different KPIs
- Using colour theory and layout for maximum impact
- Creating executive summaries from complex data sets
- Linking KPI trends to strategic business metrics
- Reporting on progress without technical jargon
- Establishing standard reporting cadences and formats
- Using storytelling techniques in performance reviews
- Setting up automated report distribution workflows
- Measuring stakeholder comprehension and engagement
- Presenting KPIs in mobile and printable formats
- Archiving reports for audit and historical reference
- Analysing report usage and feedback from recipients
- Linking performance narratives to investment decisions
- Demonstrating transformation through before-and-after views
Module 15: Implementation Roadmap & Certification - Building a 90-day KPI rollout plan tailored to your environment
- Securing stakeholder buy-in using pilot case studies
- Conducting readiness assessments for KPI adoption
- Establishing feedback loops and iteration cycles
- Measuring adoption rate and user engagement
- Managing resistance and driving cultural change
- Integrating KPIs into performance management systems
- Creating maintenance and review schedules
- Setting up continuous validation of KPI relevance
- Preparing for internal and external audits
- Submitting your final project for review
- Receiving personalised feedback from instructors
- Finalising your Certificate of Completion package
- Adding your credential to LinkedIn and CV
- Accessing post-course templates and refresher materials
- Measuring CMDB accuracy and completeness rate
- Tracking configuration item (CI) update latency
- Analysing duplicate or orphaned CIs in the database
- Measuring data ownership accountability effectiveness
- Tracking audit findings related to data quality
- Calculating automated vs manual data entry ratios
- Assessing integration health between ITSM tools
- Monitoring API call success rates and error patterns
- Reporting on data validation rule adherence
- Tracking reconciliation frequency and variance rates
- Measuring user access compliance for sensitive data
- Using data quality scores in performance reporting
- Linking poor data to incident and change failures
- Establishing data stewardship cadence and accountability
- Demonstrating improved decision quality with clean data
Module 14: Reporting, Visualisation & Executive Communication - Designing board-ready dashboards with narrative clarity
- Selecting the right chart types for different KPIs
- Using colour theory and layout for maximum impact
- Creating executive summaries from complex data sets
- Linking KPI trends to strategic business metrics
- Reporting on progress without technical jargon
- Establishing standard reporting cadences and formats
- Using storytelling techniques in performance reviews
- Setting up automated report distribution workflows
- Measuring stakeholder comprehension and engagement
- Presenting KPIs in mobile and printable formats
- Archiving reports for audit and historical reference
- Analysing report usage and feedback from recipients
- Linking performance narratives to investment decisions
- Demonstrating transformation through before-and-after views
Module 15: Implementation Roadmap & Certification - Building a 90-day KPI rollout plan tailored to your environment
- Securing stakeholder buy-in using pilot case studies
- Conducting readiness assessments for KPI adoption
- Establishing feedback loops and iteration cycles
- Measuring adoption rate and user engagement
- Managing resistance and driving cultural change
- Integrating KPIs into performance management systems
- Creating maintenance and review schedules
- Setting up continuous validation of KPI relevance
- Preparing for internal and external audits
- Submitting your final project for review
- Receiving personalised feedback from instructors
- Finalising your Certificate of Completion package
- Adding your credential to LinkedIn and CV
- Accessing post-course templates and refresher materials
- Building a 90-day KPI rollout plan tailored to your environment
- Securing stakeholder buy-in using pilot case studies
- Conducting readiness assessments for KPI adoption
- Establishing feedback loops and iteration cycles
- Measuring adoption rate and user engagement
- Managing resistance and driving cultural change
- Integrating KPIs into performance management systems
- Creating maintenance and review schedules
- Setting up continuous validation of KPI relevance
- Preparing for internal and external audits
- Submitting your final project for review
- Receiving personalised feedback from instructors
- Finalising your Certificate of Completion package
- Adding your credential to LinkedIn and CV
- Accessing post-course templates and refresher materials