{"id":1134,"date":"2015-10-09T09:07:47","date_gmt":"2015-10-09T07:07:47","guid":{"rendered":"https:\/\/www.ozonaconsulting.com\/kpis-2\/"},"modified":"2020-08-07T14:28:53","modified_gmt":"2020-08-07T12:28:53","slug":"kpis","status":"publish","type":"page","link":"https:\/\/www.ozonaconsulting.com\/en\/kpis\/","title":{"rendered":"ITSM KPI Training"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#e8e8e8&#8243; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243; css=&#8221;.vc_custom_1443952192133{background-color: #ffffff !important;}&#8221;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner][vc_column_text]<\/p>\n<p><a href=\"https:\/\/ozonaconsulting.com\/wp-content\/uploads\/2015\/10\/clase600.png\"><img alt=\"\" loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-1095 size-medium\" src=\"https:\/\/ozonaconsulting.com\/wp-content\/uploads\/2015\/10\/clase600-300x143.png\" alt=\"\" width=\"300\" height=\"143\" srcset=\"https:\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2015\/10\/clase600-300x143.png 300w, https:\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2015\/10\/clase600.png 600w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<p>Ozona Consulting\u2019s training on ITSM KPI\u00a0 models has become the most highly- rated, and sought-after, training\u00a0of the company\u2019s portfolio, having delivered more than 40 workshops in 6 countries in the last 5 years.<\/p>\n<p>This new and innovative training follows the ITIL best\u00a0practices and ISO 20000 requirements, allowing attendees to do the following:<\/p>\n<ul>\n<li>Develop appropriate KPI models for different levels of the organization (operational, tactical, and strategical).<\/li>\n<\/ul>\n<ul>\n<li>Achieve higher control of IT services provided to the internal and\/or external clients.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>The main features of the training are as follows:<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; padding_top=&#8221;10&#8243; padding_bottom=&#8221;10&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/3&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-book qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">THEORY &amp; PRACTICE<\/h5><p style=''>Theoretical exposure is complemented with numerous practical exercises.<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-building qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">REAL EXAMPLES<\/h5><p style=''>Throughout the training, real examples of ITSM dashboards and reports are shown.<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-briefcase qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">APPLIES TO OTHER AREAS<\/h5><p style=''>Although the presented examples are for IT service management, the theory for the KPI models is applicable to other fields.<\/p><\/div><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][vc_empty_space][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/3&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-cogs qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">NO TOOLS REQUIRED<\/h5><p style=''>Applying the presented techniques does not require any specific tools.<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-road qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">MULTI-LEVEL TRAINING<\/h5><p style=''>The training is organized into several levels. From basic training to interpret KPI models to the techniques for building and optimizing dashboards, scorecards and reports.<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-university qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">NO PREVIOUS KNOWLEDGE REQUIRED<\/h5><p style=''>This training does not require any previous knowledge, although it is recommended to have ITIL or ISO 20000 foundation training.<\/p><\/div><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#e8e8e8&#8243; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\"><span style=\"color: #ce2558;\">TARGET AUDIENCE<\/span><\/h3>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_column_text]The training in ITSM KPI models is mainly aimed at two profiles:<\/p>\n<ul>\n<li>CIOs, CTOs, IT managers and other management personnel who require consolidated metrics and KPIs for IT\u00a0services\u00a0to support decision making.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>Service managers, process managers, ServiceDesk managers, etc.\u00a0who have to provide information regarding IT services to the top management\u00a0and\u00a0customers.<\/li>\n<\/ul>\n<p>No prior ITSM\u00a0knowledge is required, although it is advisable to have ITIL or ISO 20000\u00a0foundation training. \u00a0 The training might be helpful for other personnel within the organization. Just note that the implementation examples will correspond to ITSM case studies.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_column_text]<\/p>\n<p style=\"text-align: center;\">Ozona\u2019s ITSM KPI\u00a0training is organized into the following workshop levels:<\/p>\n<p>[\/vc_column_text][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; padding_top=&#8221;30&#8243; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/4&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-map-marker qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">ITSM KPI FOUNDATION<\/h5><p style=''>1 day. 495\u20ac + VAT\/ attendee<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/4&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-compass qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">ITSM KPI PRACTITIONER<\/h5><p style=''>1 day. 495\u20ac + VAT \/ attendee<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/4&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-bullseye qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">ITSM KPI EXPERT<\/h5><p style=''>3 days. Only in-house editions.<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/4&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-eye qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">VISUALIZATION<\/h5><p style=''>1 day. 495\u20ac + VAT \/ attendee<\/p><\/div><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][vc_empty_space][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_column_text] [\/vc_column_text][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#e8e8e8&#8243; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;1073&#8243; img_size=&#8221;large&#8221; qode_css_animation=&#8221;&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span id=\"nivel1\" style=\"color: #ce2558;\">LEVEL\u00a0I: ITSM KPI FOUNDATION<\/span><\/h2>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_column_text]Presentation of the basic concepts regarding metrics and indicators as well as practical examples of implementation, both on a general level and those specific to IT service management.<\/p>\n<ul>\n<li>Introduction to measurement concepts.<\/li>\n<li>Techniques for calculation of indicators.<\/li>\n<li>Interpretation of dashboards and reports.<\/li>\n<li>Application to ITSM case studies.<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_empty_space height=&#8221;15px&#8221;][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span style=\"color: #ce2558;\">LEVEL\u00a0II: ITSM KPI PRACTITIONER<\/span><\/h2>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_column_text]Objectives vs. indicators. KPI\u00a0model building with several levels and multiple dimensions. Practical implementation of reporting and\u00a0dashboards.<\/p>\n<ul>\n<li>Presentation of KPI models with multidimensional indicators.<\/li>\n<li>Identification of objectives and CSFs.<\/li>\n<li>Calculation of tactical and strategical indicators.<\/li>\n<li>Personalized dashboards and reports.<\/li>\n<li>IT scorecards.<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;1075&#8243; img_size=&#8221;large&#8221; qode_css_animation=&#8221;&#8221;][\/vc_column_inner][\/vc_row_inner][vc_empty_space height=&#8221;15px&#8221;][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#e8e8e8&#8243; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;1074&#8243; img_size=&#8221;large&#8221; qode_css_animation=&#8221;&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span style=\"color: #ce2558;\">LEVEL\u00a0III:\u00a0ITSM KPI EXPERT<\/span><\/h2>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_column_text]Full methodology for identifying objectives and constructing multilevel KPI models specific to an organization. Implementation of reports and dashboards. Integration with data sources.<\/p>\n<ul>\n<li>Defining and implementing multidimensional ITSM models.<\/li>\n<li>Setting goals.<\/li>\n<li>Designing and implementing dashboards and reports.<\/li>\n<li>Interpreting dashboards and reports.<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#ffffff&#8221; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span style=\"color: #ce2558;\">VISUALIZATION TECHNIQUES FOR\u00a0KPIS<\/span><\/h2>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_column_text]Visualization techniques for KPIs in dashboards and reports.<\/p>\n<ul>\n<li>Main techniques to visualize KPIs<\/li>\n<li>Context and purpose analysis<\/li>\n<li>Content analysis<\/li>\n<li>Form analysis<\/li>\n<\/ul>\n<p>Practical examples NOTE: Computer required (in couples)[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;1883&#8243; img_size=&#8221;large&#8221; qode_css_animation=&#8221;&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column width=&#8221;1\/6&#8243;][vc_empty_space][\/vc_column][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span style=\"color: #ce2558;\">WORKSHOPS TOPICS<\/span><\/h2>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_accordion collapsible=&#8221;yes&#8221; style=&#8221;accordion&#8221; disable_keyboard=&#8221;&#8221;][vc_accordion_tab title=&#8221;ITSM KPI FOUNDATION&#8221; title_tag=&#8221;h4&#8243;][vc_column_text]<\/p>\n<p class=\"p1\"><span class=\"s1\"><b>1. Measures<strong>, metrics, and indicators<\/strong><\/b><\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Difference between measurements, metrics, and indicators. \u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><b>2. <strong>Types of indicators<\/strong><\/b><\/span><\/p>\n<p>Difference between KRIs, RIs, PIs, and KPIs.<\/p>\n<p class=\"p1\"><span class=\"s1\">\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><b>3. <strong>Objectives, CSFs, and their connection to KPIs<\/strong><\/b><\/span><\/p>\n<p>Introduction to defining objectives and critical success factors. Connection between these and the KPIs.<\/p>\n<p class=\"p1\"><span class=\"s1\">\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><b>4. <strong>IT Services management concepts<\/strong><\/b><\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Main ITIL\/ISO 20000 concepts (business process, ITSM process, IT service, professional service, and function).\u00a0 Production of maps for services. IT services management systems and processes.\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><b>5. <strong>ISO 20000 as a guideline<\/strong><\/b><\/span><\/p>\n<p>Explanation of why should we use ISO 20000 as a guideline for constructing an ITSM model.<\/p>\n<p class=\"p1\"><span class=\"s1\">\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><b>6. <strong>Proposed indicators<\/strong><strong> model<\/strong><\/b><\/span><\/p>\n<p>Explanation of the indicators proposed as a model to manage IT services.<\/p>\n<p class=\"p1\"><span class=\"s1\">\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><b>7. <strong>Exercises Part 1<\/strong><\/b><\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Example of a\u00a0KPI model for interpreting and analyzing service desk dashboard\u00a0and reports. Analysis of real service desk reports and dashboards.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><b>8. <strong>Exercises Part 2<\/strong><\/b><\/span><\/p>\n<p>Example of a KPI\u00a0model for interpreting and analyzing service provision dashboard and reports. Analysis of real service provision dashboard and reports.[\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab title=&#8221;ITSM KPI PRACTITIONER&#8221; title_tag=&#8221;h4&#8243;][vc_column_text] Under construction[\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab title=&#8221;ITSM KPI EXPERT&#8221; title_tag=&#8221;h4&#8243;][vc_column_text] Under construction [\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab title=&#8221;VISUALIZATION TECHNIQUES FOR KPIS&#8221; title_tag=&#8221;h4&#8243;][vc_column_text]Under construction[\/vc_column_text][\/vc_accordion_tab][\/vc_accordion][\/vc_column][vc_column width=&#8221;1\/6&#8243;][vc_empty_space][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#e8e8e8&#8243; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/6&#8243;][vc_empty_space][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span style=\"color: #ce2558;\">ATTENDEE TESTIMONIES<\/span><\/h2>\n<p>[\/vc_column_text][vc_separator type=&#8221;normal&#8221; transparency=&#8221;0&#8243; align=&#8221;align_center&#8221;]<div class='testimonials_holder clearfix dark'><div class=\"testimonials testimonials_carousel\" data-show-navigation=\"yes\" data-animation-type=\"fade\" data-animation-speed=\"1000\" data-auto-rotate-slides=\"10\" data-number-per-slide=\"1\"><ul class=\"slides\"><li id=\"testimonials1998\" class=\"testimonial_content\"><div class=\"testimonial_content_inner\"><div class=\"testimonial_text_holder\"><div class=\"testimonial_text_inner\" style=\"\"><p style='font-size:14px;'><img decoding=\"async\" src=\"\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2016\/09\/xavivila.png\" align=left>Despu\u00e9s de asistir al Workshop de KPIs de Nivel II tuve ocasi\u00f3n de poner en pr\u00e1ctica lo que hab\u00eda aprendido all\u00ed, aplic\u00e1ndolo a nuestro SGSI ISO 27001. Actualic\u00e9 la definici\u00f3n de objetivos aplicando el modelo del curso: diferentes niveles, agrupaciones, normalizaci\u00f3n, triangulaci\u00f3n, etc. y c\u00f3mo estos se relacionaban f\u00e1cilmente con los objetivos corporativos. Realmente vale la pena<\/p><p class=\"testimonial_author\" style=\"\"><h3>Xavier Vila (Caja de Ingenieros)<\/h3><span class=\"author_company_divider\"> - <\/span><span class=\"author_company\"><a target=\"_blank\" href=\"https:\/\/es.linkedin.com\/in\/xaviervila\/es\">LinkedIn<\/a><\/span><\/p><\/div><\/div><\/div><\/li><li id=\"testimonials1997\" class=\"testimonial_content\"><div class=\"testimonial_content_inner\"><div class=\"testimonial_text_holder\"><div class=\"testimonial_text_inner\" style=\"\"><p style='font-size:14px;'><img decoding=\"async\" src=\"\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2016\/09\/jesusgomezruedas.png\" align=right>Una valios\u00edsima formaci\u00f3n si quiere extraer el m\u00e1ximo valor de su Sistema de Gesti\u00f3n.\r\nLe permitir\u00e1 poner en pr\u00e1ctica t\u00e9cnicas y modelos que multiplicar\u00e1n el rendimiento de sus procesos de gesti\u00f3n de servicios de TI.<br>Conocimientos imprescindibles para alinear la multiplicidad de datos y registros con los objetivos corporativos.<\/p><p class=\"testimonial_author\" style=\"\"><h3>Jes\u00fas G\u00f3mez Ruedas (Ministerio de Defensa)<\/h3><span class=\"author_company_divider\"> - <\/span><span class=\"author_company\"><a target=\"_blank\" href=\"https:\/\/es.linkedin.com\/pub\/jes\u00fas-g\u00f3mez-ruedas\/18\/560\/48b\">LinkedIn<\/a><\/span><\/p><\/div><\/div><\/div><\/li><li id=\"testimonials1996\" class=\"testimonial_content\"><div class=\"testimonial_content_inner\"><div class=\"testimonial_text_holder\"><div class=\"testimonial_text_inner\" style=\"\"><p style='font-size:14px;'><img decoding=\"async\" src=\"\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2016\/09\/juandomingo.png\" align=left>Imprescindible para cualquier compa\u00f1\u00eda interesada en la profesionalizaci\u00f3n de Servicios TI \/ ISO 20000. Despu\u00e9s de la formaci\u00f3n impartida por Diego Berea, conseguimos enfocar correctamente la definici\u00f3n de los KPI y alinearlos a los objetivos corporativos adem\u00e1s de complementar nuestra apuesta con ISO 27001. Muy productivo.<\/p><p class=\"testimonial_author\" style=\"\"><h3>Juan Domingo Gavil\u00e1n (T\u00e9cnicas Reunidas)<\/h3><span class=\"author_company_divider\"> - <\/span><span class=\"author_company\"><a target=\"_blank\" href=\"https:\/\/es.linkedin.com\/in\/juan-domingo-gavil\u00e1n-57269617\/es\">LinkedIn<\/a><\/span><\/p><\/div><\/div><\/div><\/li><li id=\"testimonials1995\" class=\"testimonial_content\"><div class=\"testimonial_content_inner\"><div class=\"testimonial_text_holder\"><div class=\"testimonial_text_inner\" style=\"\"><p style='font-size:14px;'><img decoding=\"async\" src=\"\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2017\/03\/Imagem1-e1490267327222.png\"align=left>En la creciente evoluci\u00f3n del mercado de las TI, se vuelve importante obtener una visi\u00f3n completa y focalizada permitiendo a las organizaciones decidir y actuar lo m\u00e1s r\u00e1pida y correctamente posible.\r\nM\u00e1s que solamente aprovechar las oportunidades presentadas por las nuevas tecnolog\u00edas, es necesario saber dar soporte al mercado y tener habilidades desarrolladas y competencias para poder participar activamente en su desarrollo.\r\nEsta formaci\u00f3n super\u00f3 ampliamente mis expectativas ya que permite adquirir los conceptos para las mejores pr\u00e1cticas de indicadores orientados a las organizaciones desde la conceptualizaci\u00f3n hasta la visualizaci\u00f3n, convirtiendo, muchas veces, lo complicado en simple, utilizando pr\u00e1cticas concretas y adecuadas.<\/p><p class=\"testimonial_author\" style=\"\"><h3>Diogo Sousa (NOS Comunica\u00e7\u00f5es)<\/h3><span class=\"author_company_divider\"> - <\/span><span class=\"author_company\"><a target=\"_blank\" href=\"https:\/\/www.linkedin.com\/in\/diogo-almeida-e-sousa-601b177\">LinkedIn<\/a><\/span><\/p><\/div><\/div><\/div><\/li><li id=\"testimonials1149\" class=\"testimonial_content\"><div class=\"testimonial_content_inner\"><div class=\"testimonial_text_holder\"><div class=\"testimonial_text_inner\" style=\"\"><p style='font-size:14px;'><img decoding=\"async\" src=\"\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2015\/10\/ramonpinyanac100.png\" align=left>Excepcional formaci\u00f3 i workshop de KPIs a Ozona Consulting, impartit per un referent en ITIL\/ISO20000 i ITSM en general : Diego Berea Cabaleiro. Molt recomanable i de gran profit per qualsevol tipus d'organitzaci\u00f3 i departament IT<\/p><p class=\"testimonial_author\" style=\"\"><h3>Ram\u00f3n Pinyana (BASE - Gesti\u00f3 d'Ingressos Dip. Tarragona)<\/h3><span class=\"author_company_divider\"> - <\/span><span class=\"author_company\"><a target=\"_blank\" href=\"https:\/\/es.linkedin.com\/in\/rpinyana\/es\">LinkedIn<\/a><\/span><\/p><\/div><\/div><\/div><\/li><li id=\"testimonials1147\" class=\"testimonial_content\"><div class=\"testimonial_content_inner\"><div class=\"testimonial_text_holder\"><div class=\"testimonial_text_inner\" style=\"\"><p style='font-size:14px;'><img decoding=\"async\" src=\"\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2017\/02\/finbarcallanc100.png\" align=right>Esta formaci\u00f3n proporciona una excelente oportunidad para que las personas y las organizaciones definan qu\u00e9, por qu\u00e9 y c\u00f3mo deber\u00edan estar midiendo el cumplimiento de objetivos y su desempe\u00f1o. Muchas personas miden \"lo que pueden\" o \"como siempre han medido\" sin realmente entender los objetivos de lo que se est\u00e1 midiendo. Los ejercicios pr\u00e1cticos lo hacen real: No es s\u00f3lo teor\u00eda.<\/p><p class=\"testimonial_author\" style=\"\"><h3>Finbarr Callan (Editor principal de la ISO\/IEC 20000-6)<\/h3><span class=\"author_company_divider\"> - <\/span><span class=\"author_company\"><a target=\"_blank\" href=\"https:\/\/www.linkedin.com\/in\/finbarrcallan\/\">LinkedIn<\/a><\/span><\/p><\/div><\/div><\/div><\/li><\/ul><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/6&#8243;][vc_empty_space][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_column_text] [\/vc_column_text][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_column_text]<\/p>\n<h2 id=\"contacto\" style=\"text-align: center;\"><span style=\"color: #ce2558;\">Request further information<\/span><\/h2>\n<p>[\/vc_column_text][vc_separator type=&#8221;normal&#8221; transparency=&#8221;0&#8243; align=&#8221;align_center&#8221;][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner][vc_column_text][inbound_forms id=&#8221;1930&#8243; name=&#8221;Workshop KPIs EN&#8221;][\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_column_text] [\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#e8e8e8&#8243; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243; css=&#8221;.vc_custom_1443952192133{background-color: #ffffff !important;}&#8221;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner][vc_column_text] Ozona Consulting\u2019s training on ITSM KPI\u00a0 models has become the most highly- rated, and sought-after, training\u00a0of the company\u2019s portfolio, having delivered more than 40 workshops in 6&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"full_width.php","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","content-type":"","ngg_post_thumbnail":0,"footnotes":""},"class_list":["post-1134","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.ozonaconsulting.com\/en\/wp-json\/wp\/v2\/pages\/1134","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ozonaconsulting.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.ozonaconsulting.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.ozonaconsulting.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ozonaconsulting.com\/en\/wp-json\/wp\/v2\/comments?post=1134"}],"version-history":[{"count":38,"href":"https:\/\/www.ozonaconsulting.com\/en\/wp-json\/wp\/v2\/pages\/1134\/revisions"}],"predecessor-version":[{"id":5132,"href":"https:\/\/www.ozonaconsulting.com\/en\/wp-json\/wp\/v2\/pages\/1134\/revisions\/5132"}],"wp:attachment":[{"href":"https:\/\/www.ozonaconsulting.com\/en\/wp-json\/wp\/v2\/media?parent=1134"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}