Ozona Consulting · ISO 20000, ISO 270001, ISO 22301 consultancy

ITSM KPI Training

Ozona Consulting’s training on ITSM KPI  models has become the most highly- rated, and sought-after, training of the company’s portfolio, having delivered more than 40 workshops in 6 countries in the last 5 years.

This new and innovative training follows the ITIL best practices and ISO 20000 requirements, allowing attendees to do the following:

  • Develop appropriate KPI models for different levels of the organization (operational, tactical, and strategical).
  • Achieve higher control of IT services provided to the internal and/or external clients.

 

The main features of the training are as follows:

THEORY & PRACTICE

Theoretical exposure is complemented with numerous practical exercises.

REAL EXAMPLES

Throughout the training, real examples of ITSM dashboards and reports are shown.

APPLIES TO OTHER AREAS

Although the presented examples are for IT service management, the theory for the KPI models is applicable to other fields.

NO TOOLS REQUIRED

Applying the presented techniques does not require any specific tools.

MULTI-LEVEL TRAINING

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.

NO PREVIOUS KNOWLEDGE REQUIRED

This training does not require any previous knowledge, although it is recommended to have ITIL or ISO 20000 foundation training.

TARGET AUDIENCE

The training in ITSM KPI models is mainly aimed at two profiles:  

  • CIOs, CTOs, IT managers and other management personnel who require consolidated metrics and KPIs for IT services to support decision making.

 

  • Service managers, process managers, ServiceDesk managers, etc. who have to provide information regarding IT services to the top management and customers.

  No prior ITSM knowledge is required, although it is advisable to have ITIL or ISO 20000 foundation training.   The training might be helpful for other personnel within the organization. Just note that the implementation examples will correspond to ITSM case studies.

Ozona’s ITSM KPI training is organized into the following workshop levels:

ITSM KPI FOUNDATION

1 day. 495€ + VAT/ attendee

ITSM KPI PRACTITIONER

1 day. 495€ + VAT / attendee

ITSM KPI EXPERT

3 days. Only in-house editions.

VISUALIZATION

1 day. 495€ + VAT / attendee

LEVEL I: ITSM KPI FOUNDATION

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.  

  • Introduction to measurement concepts.
  • Techniques for calculation of indicators.
  • Interpretation of dashboards and reports.
  • Application to ITSM case studies.

LEVEL II: ITSM KPI PRACTITIONER

Objectives vs. indicators. KPI model building with several levels and multiple dimensions. Practical implementation of reporting and dashboards.  

  • Presentation of KPI models with multidimensional indicators.
  • Identification of objectives and CSFs.
  • Calculation of tactical and strategical indicators.
  • Personalized dashboards and reports.
  • IT scorecards.

LEVEL III: ITSM KPI EXPERT

Full methodology for identifying objectives and constructing multilevel KPI models specific to an organization. Implementation of reports and dashboards. Integration with data sources.  

  • Defining and implementing multidimensional ITSM models.
  • Setting goals.
  • Designing and implementing dashboards and reports.
  • Interpreting dashboards and reports.

VISUALIZATION TECHNIQUES FOR KPIS

Visualization techniques for KPIs in dashboards and reports.  

  • Main techniques to visualize KPIs
  • Context and purpose analysis
  • Content analysis
  • Form analysis

  Practical examples NOTE: Computer required (in couples)

WORKSHOPS TOPICS

ITSM KPI FOUNDATION

1. Measures, metrics, and indicators

Difference between measurements, metrics, and indicators.  

 

2. Types of indicators

Difference between KRIs, RIs, PIs, and KPIs.

 

3. Objectives, CSFs, and their connection to KPIs

Introduction to defining objectives and critical success factors. Connection between these and the KPIs.

 

4. IT Services management concepts

Main ITIL/ISO 20000 concepts (business process, ITSM process, IT service, professional service, and function).  Production of maps for services. IT services management systems and processes. 

 

5. ISO 20000 as a guideline

Explanation of why should we use ISO 20000 as a guideline for constructing an ITSM model.

 

6. Proposed indicators model

Explanation of the indicators proposed as a model to manage IT services.

 

7. Exercises Part 1

Example of a KPI model for interpreting and analyzing service desk dashboard and reports. Analysis of real service desk reports and dashboards.

 

8. Exercises Part 2

Example of a KPI model for interpreting and analyzing service provision dashboard and reports. Analysis of real service provision dashboard and reports.

ITSM KPI PRACTITIONER

Under construction

ITSM KPI EXPERT

Under construction

VISUALIZATION TECHNIQUES FOR KPIS

Under construction

ATTENDEE TESTIMONIES

Request further information

Madrid May 23rd (Foundation. Level I)
In-house edition
Other editions
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