Direct, measure and adjust your service organization through KPI’s and meaningful reports that tell a story.
Setting Key Performance Indicators and Reporting are an important instrument to gain insight into the maturity of your service management processes. This course is for everyone who creates or reads reports in your service organization.
What you’ll learn
- You will learn to set service management objectives and define key performance indicators.
- You will learn to measure and interpret Performance Indicators. You know how to use reports to measure your KPIs and realization of your objectives..
- You will learn to direct, measure and adjust your service organization by setting meaningful goals.
- You will find out where the gaps in your service organization are and how to address those through continuous improvement initiatives..
- You will know how to deal with key performance indicators related to the most important service management processes..
- You can set service management goals and objectives and you know how to set and define (critical) performance indicators for your service organization..
Course Content
- Welcome and Introduction –> 9 lectures • 28min.
- Service Management Common Terminology –> 5 lectures • 21min.
- Service Management Reports and Metrics –> 8 lectures • 31min.
- Service Management Key Performance Indicators –> 9 lectures • 33min.
- Process Improvement and Setting Goals –> 9 lectures • 27min.
- Putting It All Together –> 11 lectures • 32min.
Requirements
Setting Key Performance Indicators and Reporting are an important instrument to gain insight into the maturity of your service management processes. This course is for everyone who creates or reads reports in your service organization.
During the course ‘learning by experience’ is key. Your instructor will discuss key concepts and best practices from the service management world and related key performance indicators. In each section, there’s interactive exercises to help you do something with what you’ve learned right away.
When you’ve completed this course you will have achieved the following:
- You know how to deal with key performance indicators related to the most important service management processes. You’ll also be more prepared to deal with (and interpret) data sources and other reporting tools.
- You can set service management goals and objectives and you know how to set and define (critical) performance indicators for your service organization.
- You know how to use reports to measure your KPIs and realization of your objectives.
You will get the most results from this training program if you apply what you learn directly to your own day-to-day service organization.
This training program can be followed by members of all levels of your service organization, but is intended for process managers, owners and coordinators who want to know how to easily get started with setting process goals and objectives and measuring results in order to have meaningful conversations with their team(s).