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Unlocking IT Service Management (ITSM) Success; Mastering Key Performance Indicators (KPIs)

Unlocking IT Service Management (ITSM) Success; Mastering Key Performance Indicators (KPIs)

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Unlocking IT Service Management (ITSM) Success: Mastering Key Performance Indicators (KPIs)



Course Overview

This comprehensive course is designed to equip IT professionals with the knowledge and skills necessary to master Key Performance Indicators (KPIs) and unlock IT Service Management (ITSM) success. Participants will receive a certificate upon completion, issued by The Art of Service.



Course Features

  • Interactive: Engage with expert instructors and peers through interactive discussions and hands-on projects.
  • Engaging: Enjoy a user-friendly and mobile-accessible learning experience with bite-sized lessons and gamification.
  • Comprehensive: Cover 80+ topics organized in chapters, providing a thorough understanding of ITSM and KPIs.
  • Personalized: Get personalized feedback and guidance from expert instructors.
  • Up-to-date: Stay current with the latest ITSM trends and best practices.
  • Practical: Apply theoretical knowledge to real-world scenarios and projects.
  • High-quality content: Learn from expert instructors with extensive ITSM experience.
  • Certification: Receive a certificate upon completion, issued by The Art of Service.
  • Flexible learning: Access course materials at any time, from any device.
  • Community-driven: Join a community of IT professionals and stay connected with peers.
  • Actionable insights: Gain practical knowledge and skills to improve ITSM performance.
  • Hands-on projects: Apply theoretical knowledge to real-world projects and scenarios.
  • Lifetime access: Enjoy lifetime access to course materials and updates.
  • Progress tracking: Track your progress and stay motivated with gamification and feedback.


Course Outline

Module 1: Introduction to IT Service Management (ITSM)

  • Defining ITSM and its importance
  • Understanding the ITSM lifecycle
  • ITSM frameworks and standards (ITIL, ISO/IEC 20000)
  • Benefits and challenges of implementing ITSM

Module 2: Key Performance Indicators (KPIs) Fundamentals

  • Defining KPIs and their importance in ITSM
  • Types of KPIs (lagging, leading, input, output)
  • KPI measurement and reporting
  • Common KPI pitfalls and best practices

Module 3: ITSM Process KPIs

  • Incident Management KPIs (e.g., mean time to resolve, incident volume)
  • Problem Management KPIs (e.g., problem resolution rate, mean time to resolve)
  • Change Management KPIs (e.g., change success rate, mean time to implement)
  • Service Level Management KPIs (e.g., service level agreement compliance, service level management review)

Module 4: ITSM Service Desk KPIs

  • Service Desk metrics (e.g., first call resolution, mean time to resolve)
  • Service Desk performance measurement and reporting
  • Service Desk best practices and benchmarking

Module 5: ITSM Financial Management KPIs

  • Financial Management metrics (e.g., budgeting, cost management)
  • Financial Management performance measurement and reporting
  • Financial Management best practices and benchmarking

Module 6: ITSM Customer Satisfaction KPIs

  • Customer Satisfaction metrics (e.g., customer satisfaction surveys, Net Promoter Score)
  • Customer Satisfaction performance measurement and reporting
  • Customer Satisfaction best practices and benchmarking

Module 7: ITSM Maturity and Benchmarking

  • ITSM maturity models (e.g., ITIL, COBIT)
  • Benchmarking ITSM performance
  • Best practices for ITSM maturity and benchmarking

Module 8: Implementing and Sustaining ITSM KPIs

  • Implementing ITSM KPIs (e.g., defining, measuring, reporting)
  • Sustaining ITSM KPIs (e.g., continuous improvement, communication)
  • Common challenges and best practices for implementing and sustaining ITSM KPIs

Module 9: ITSM KPIs and Metrics for Specific Industries

  • ITSM KPIs and metrics for healthcare
  • ITSM KPIs and metrics for finance
  • ITSM KPIs and metrics for government
  • ITSM KPIs and metrics for other industries

Module 10: ITSM KPIs and Emerging Trends

  • ITSM KPIs and artificial intelligence (AI)
  • ITSM KPIs and machine learning (ML)
  • ITSM KPIs and cloud computing
  • ITSM KPIs and other emerging trends


Certificate and Continuing Education

Upon completing this course, participants will receive a certificate issued by The Art of Service. This course also qualifies for continuing education credits.



Target Audience

This course is designed for IT professionals, including:

  • IT Service Management (ITSM) professionals
  • IT managers and directors
  • Service Desk managers and analysts
  • IT operations and infrastructure professionals
  • Anyone interested in ITSM and KPIs
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