Information Technology Service Management (ITSM) is focused on defining and managing processes to optimize performance. ITSM metrics provide a vast amount of data in the form of measurements. That data must be translated into information that can be used to monitor and manage the business. Learning how to leverage this information produces knowledge used to produce service improvements and sustained performance. In this course, we will take an in-depth look at the ITIL 2011 Edition metrics for incident, problem, change, and service desk management.

Malcolm Fry will present a day long workshop taking an in-depth look at the ITIL 2011 Edition metrics for incident, problem, change, and service desk management. A copy of the complete course description and outline is available online at www.ThinkHDI.com/PowerOfMetrics.

This workshop, presented by the renowned Malcolm Fry, is a fun, informative, and productive learning experience about metrics based on ITIL 2011. The workshop contains a series of breakout opportunities that allow for networking and collaborative learning. Course participants will receive and learn how to use a spreadsheet enabling them to report on metrics for the service desk.

Details:

• Workshop runs from 8am to 3pm
• Morning & afternoon refreshment breaks provided
• Courseware and the "Good Day, Bad Day" Microsoft Excel workbook (a $99 value) will be provided

Cost:

Thanks to our sponsors, this course (a $695 value) is available free for this event.

Click to Register.