IT Service Desk: Monitoring and Metrics Fundamentals

IT Service Desk: Monitoring and Metrics Fundamentals
IT Service Desk: Monitoring and Metrics Fundamentals
English | MP4 | AVC 1280×720 | AAC 48KHz 2ch | 0h 58m | 160 MB

IT service management (ITSM) metrics provide organizations with a detailed view of how their service desk is faring. Are they meeting their business goals and keeping their customers happy? It’s all in the data. But determining which metrics to measure—and how those metrics will impact reporting—can be tricky. In this course, instructor Brett Moffett shares industry best practices on collecting ITSM metrics for the purpose of monitoring performance and customer satisfaction in a service-focused environment. Instead of focusing on specific ITSM software solutions or tools, Brett takes a platform-agnostic look at these tactics. He shows how to collect high-quality data points; ensure specific outcomes can be derived from your reporting; select which metrics to measure; and more.

Topics include:

  • Avoiding common mistakes when gathering data
  • Leveraging reporting and metrics
  • Outcomes for monitoring
  • Determining which metrics to monitor
  • The role of service level agreements
  • Selecting reporting tools
  • Baseline reporting
Table of Contents

Introduction
1 Monitoring service management success
2 What you should know

Collecting Valid Service Management Data Points
3 From data to wisdom
4 Garbage in garbage out
5 How to kill good data
6 Less is sometimes more
7 Always review your data

Why Monitor Service Management Performance
8 Why are you monitoring
9 Outcomes for monitoring
10 Knowing what actions to take

Determining Which Metrics to Monitor
11 Most common metrics
12 The role of service-level agreements
13 Net Promoter Score
14 How does Net Promoter Score work

Exploring Tools and Reporting
15 Common reporting tools
16 Visibility of reporting
17 Baseline reporting

Conclusion
18 Next steps