IT Service Desk: Monitoring and Metrics Fundamentals

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  • Course details

    IT 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.


    • Click here to view Brett Moffett’s instructor page

      Brett Moffett

      Brett Moffett is an IT professional with over 20 years of experience.

      Brett—who is based in Adelaide, South Australia—has been delivering outstanding products and solutions to customers throughout his decades-long career. His main IT passion for the past 12+ years has been the Microsoft System Center suite (and before that, SMS), which he feels offers system administrators an unprecedented level of manageability and vision within IT environments. Currently, he works as a solutions architect at Cireson, which provides solutions that maximize clients' Microsoft System Center investments and mature their ITSM programs.

    Skills covered in this course

  • 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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