Creating Measures and Metrics in ITSM

سرفصل های دوره

Learn how to design effective measurements in your organization using ITSM to accurately measure your success!

01 - Introduction

001 Welcome to the course

002 Download your free study guide.html

002 Measures-and-Metrics-Study-Guide.pdf

003 What you should know

02 - What is your vision

001 Start with Why

002 Vision and Mission

003 Cascading Goals

03 - Measurements

001 Measurements and Metrics

002 What should I measure

003 Why do we measure

004 Five types of measures

005 What is measured gets done

006 Success factors and KPIs

007 Utility, Warranty, and Experience

04 - Measurement Models

001 Measurement Models

002 Planning and Evaluation Model

003 Balanced Scorecard

004 Organizational Improvement Cascade

005 Measuring outcomes

05 - Assessments and Reporting

001 Assessments

002 Gap Analysis

003 SWOT Analysis

004 CustomerUser Satisfaction

005 Benchmarking

006 Maturity Assessments

007 Reporting

06 - Conclusion

001 Conclusion (What to Do Next

002 BONUS Where to go from here

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تولید کننده: Udemy