This interactive, consultative workshop – facilitated by industry expert Jeff Rumburg – will provide a comprehensive overview of best practices in performance measurement and management for IT Service and Support.

Many of us have heard the sage advice “You can’t manage what you don’t measure.” This is particularly true in IT service and support, where effective performance measurement is not just a necessity, but a prerequisite for a successful center. This workshop addresses this shortcoming, and will provide a comprehensive overview of best practices in IT Service and Support Performance Measurement.

In this workshop, MetricNet’s research, gathered from literally thousands of IT Service and Support benchmarks, will illustrate that the vast majority of IT service and support organizations use metrics to track and trend their performance – but nothing more! Unfortunately, in this mode, an IT service and support organization misses the real value of performance measurement by failing to exploit the diagnostic capabilities of KPIs, and the call-to-action potential of KPIs.

Jeff brings more than twenty-five years of benchmarking and consulting experience in IT Service and Support to the classroom. The goal of the workshop is to share his knowledge and expertise to help students leverage and optimize KPIs to achieve continuous service improvement in their support organizations.

What You Will Learn

  • Track and trend performance over time
  • Benchmark performance vs. industry peers
  • Identify strengths and weaknesses in IT support
  • Diagnose and understand the underlying drivers of performance gaps
  • Prescribe actions to improve performance
  • Establish performance goals for both individuals and the support organization
  • Initiate actions that yield sustainable, measurable performance gains
  • This workshop will include group activities, exercises, tools, and take-aways that can be implemented immediately in your support center.

 

Who Should Attend?

Any service and support professional who wants to harness and leverage the true potential of metrics for individual, team, and organizational performance.

Course Outline

  • The Fundamental Role of Metrics in Service and Support
  • The Metrics Hierarchy
  • Industry Benchmarks
  • The Balance Scorecard
  • KPI Cause-and-Effect Relationships
  • Introduction to Benchmarking
  • The Synergy of Process and Performance
    • The Six Part Model for Service Desk Best Practices
    • Best Practice Evaluation Criteria
    • Best Practice Process Assessment
  • Process Maturity vs. Scorecard Performance
  • The ROI of Service and Support
  • The Paradox of IT Service and Support

Calendar

Virtual Classroom

Price: $1,699

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training two hours a day for three days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs


Request Info

Private Group Training

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

Aug 31, 2021 - Sep 01, 2021
HDI, Virtual Classroom
Succeeding with Metrics Price: $1,499.00 More Info Add to Cart
 

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.


HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description