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The SDI® Metrics & Reporting course provides service desk professionals with a comprehensive understanding of how to define, collect, analyse, and report on meaningful service desk metrics.
Delivered in one intensive day, the course covers what to measure, why it matters, and how to design metrics and reports that support good decision-making and drive continual improvement. It also addresses common pitfalls – metrics that look good on paper but measure the wrong things or drive the wrong behaviours.
By the end of this course, you will be able to:
– Identify the right metrics to measure service desk performance
– Design balanced scorecards and reporting dashboards
– Interpret service desk data to identify trends and improvement opportunities
– Present metrics to different audiences in a meaningful way
– Avoid common metric pitfalls and perverse incentives
This course is suitable for:
– Service desk managers and team leaders responsible for performance reporting
– ITSM professionals designing measurement frameworks
– Anyone responsible for service desk analytics and reporting
There are no formal prerequisites.
A certificate of completion is provided. No formal examination.
All course materials are included in the course fee.
– SDI® Service Desk Manager (SDM)
– ITIL® 4 Service Level Management Practitioner
– ITIL® 4 Continual Improvement Practitioner
£625 +VAT per person
The SDI® Metrics & Reporting course is for service management professionals who want to improve the quality and impact of their performance data. Good metrics drive improvement; bad metrics drive gaming. This course helps you tell the difference and build something better.
Have a look at when our next SDI Metrics & Reporting is running.
Get in touch to talk about arranging a private SDI Metrics & Reporting course for your organisation.
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We will never pack a course.
The maximum learners on our public courses will be 10.
We will run the course even with as few as 2 (and we can run it with just 1 for a slight premium).
Here’s the schedule of courses coming up:
| Date | Duration | Delivery | Location | Spaces |
|---|---|---|---|---|
| None currently scheduled | ||||
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