- Duration: 58m 52s
- Skill Level: Beginner
- Released: August 28, 2019
- Viewers: 1,871
Learn the most in-demand business, tech and creative skills from industry experts.
Course detailsIT service management (ITSM) metrics provide organizations with a detailed view of how their service desk is faring. Are they meeting their business goals and keeping their customers happy? It's all in the data. But determining which metrics to measure—and how those metrics will impact reporting—can be tricky. In this course, instructor Brett Moffett shares industry best practices on collecting ITSM metrics for the purpose of monitoring performance and customer satisfaction in a service-focused environment. Instead of focusing on specific ITSM software solutions or tools, Brett takes a platform-agnostic look at these tactics. He shows how to collect high-quality data points; ensure specific outcomes can be derived from your reporting; select which metrics to measure; and more.
Monitoring service management success
- [Brett] In this course, we will look at the industry best practice advice on collecting IT service desk monitoring metrics for the purpose of monitoring performance and customer satisfaction in a service-focused environment. We'll be taking a platform agnostic look at these best practices, so you won't have to worry about software or learning new tools. Hi, I'm Brett Moffett, and I've been in the IT service management and delivery industry for over 25 years and have a passion for delivering good customer service at all levels of the business to all levels of customers. In this course, we're going to look at common mistakes made when gathering data for monitoring, the targeted outcomes of our monitoring, and some common outcomes and solutions that can help you get an understanding of where your service desk is now and where it is heading. I'm really excited to share my experience with you, so let's get started.
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