Creating Measures and Metrics in ITSM

Every organization uses metrics and measurements to determine where they are, and where they want to be.

But, do you know how to create these metrics and properly measure them to drive actions across your organization?

In this course, you will learn why we start with the overall organizational vision when developing our metrics, how to create proper objectives, measure those objectives using indicators, and picking the right metrics to measure what matters.

You will learn about the five types of measures used to track progress. You will also learn about various measurement models, such as the Planning and Evaluation Model, the Balanced Scorecard, the Organizational Improvement Cascade, the Value Driver Framework, and the Service Profit Chain.

Additionally, you will also learn about the five types of assessment models: the Gap Analysis, the SWOT Analysis, the Customer/User Satisfaction Assessment, the Benchmarking Assessment, and Maturity Assessments.

So, if you have ever wondered how to better understand what success really looks like in your organization and how it is measured, this is the course for you!

Upon completion of this course, you will earn 2 CEUs towards the renewal of your CompTIA A+, Network+, Security+, Linux+, Cloud+, PenTest+, CySA+, or CASP+ certifications.

The course on this page is offered by Dion Training Solutions, LLC, an ATO of AXELOS Limited. ITIL, ITIL Foundation, and the Swirl logo are registered trademarks of AXELOS Limited. All rights reserved.