What does the Unlocking IT Service Management (ITSM) Success course cover?
Unlocking IT Service Management (ITSM) Success is covered here in 10 modules: Introduction to IT Service Management (ITSM): Defining ITSM and its importance, Key Performance Indicators (KPIs) Fundamentals: KPI measurement and reporting, ITSM Process KPIs and 7 more. The outline lists 35 specific topics, opening with Defining ITSM and its importance and closing with ITSM KPIs and other emerging trends.
How do you approach Unlocking IT Service Management (ITSM) Success step by step?
The work is sequenced in 10 stages. It starts with Introduction to IT Service Management (ITSM): Defining ITSM and its importance, moves through Key Performance Indicators (KPIs) Fundamentals: KPI measurement and reporting and ITSM Process KPIs, and ends at ITSM KPIs and Emerging Trends: ITSM KPIs and cloud computing.
What is in Module 1 of the Unlocking IT Service Management (ITSM) Success course?
Module 1 is Introduction to IT Service Management (ITSM): Defining ITSM and its importance. It works through Defining ITSM and its importance, Understanding the ITSM lifecycle, ITSM frameworks and standards (ITIL, ISO/IEC 20000) and 1 more. It sets the vocabulary the remaining 9 modules build on.
How is the Unlocking IT Service Management (ITSM) Success course delivered?
The Unlocking IT Service Management (ITSM) Success course is fully self-paced with immediate online access after enrolment. Access does not expire and future updates are included at no cost. It can be taken on any device, and a certificate of completion is issued by The Art of Service when you finish.
How much does the Unlocking IT Service Management (ITSM) Success course cost?
The Unlocking IT Service Management (ITSM) Success course is $199 as a one time payment. There is no subscription, no per seat licence and no hidden fee. Enrolment carries a 30 day satisfied or refunded guarantee, so it can be assessed in full before you commit.
Closely related courses: ITSM KPIs Toolkit, ITSM KPIs for High-Impact Results, Operational KPIs and SLA Metrics in ITSM Kit, AI-Driven ITSM KPIs for Operational Excellence.
More answers: what you get with every course, refund policy, all help answers.
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
- 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: KPI measurement and reporting
- 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 best practices and benchmarking
- 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 best practices and benchmarking
- 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 best practices and benchmarking
- 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: Best practices for, Benchmarking ITSM performance
- ITSM maturity models (e.g., ITIL, COBIT)
- Benchmarking ITSM performance
- Best practices for ITSM maturity and benchmarking
Module 8. Implementing and Sustaining ITSM KPIs: Common challenges and best practices for
- 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 finance
- 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 cloud computing
- 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