Making Sense of Metrics and Reporting

25 March 2020
  • Bonhill House, London
  • 1 Day
  •  Members Price: £499.00
  •  Non-Members Price: £595.00

Focusing on everything from team performance, issue resolution, average handle time and more, it can be difficult to know what you need and don’t need to be tracking.

This popular one day workshop based on the SDI Best Practice Standards, will help you refocus on what is best to measure for your organisation and how to efficiently report and utilise results.

Practical takeaways to bring back to your team include:

  • The top 36 SDI recommended metrics
  • A valuable report definition document
  • Analysis exercises
  • Balanced scorecard template
  • Advice and guidance from an experienced service desk and support practitioner


“A wonderfully passionate and enthusiastic execution of the course. I will implement much of what I’ve learnt and use it to encourage my team”

Stephen Alexander, Audatex

Workshop Outline
  • Measures of success– understand the relationship between your mission, critical success factors, key performance indicators and metrics in demonstrating business value and driving improvement.
  • Types of Reports– consider the types of reports that may need to be produced and the best way to present information to aid decision making
  • Data sources– understand the difference between qualitative and quantitative data, how data can be collected and the importance of being able to trust the data you have.
  • Key service desk metrics– review the types and purpose of key service desk metrics and understand their importance in managing a service and support operation.
  • Utilisation metrics– consider the benefits of measuring utilisation and understand how to use them without demotivating support staff.
  • Analytical methods– explore the three main types of data analytics and the power of trending and forecasting.
  • Subsetting– consider breaking down high-level data sets to offer additional perspectives.
  • Bundling Metrics– identify and cross-analyse related metrics to gain a deeper insight into what is really going on.
  • Balance scorecards– understand the use of balanced scorecards and learn how to design one.
  • Documenting the approach to reporting– eliminate dependency on key individuals by documenting your approach to reporting.
  • Reducing manual effort– consider the use of report design documents for gathering requirements so that reports or the data required can be automatically produced.
After the workshop delegates will be able to...
  • Explain the relationship between critical success factors, key performance indicators and metrics
  • Identify key service desk metrics and their purpose
  • Apply analytical methods for trending and forecasting
  • Bundle and cross-analyse metrics to gain deeper insights
  • Explain the role of utilisation metrics in resource optimisation
  • Design a balanced scorecard for teams and individuals
  • Add insightful commentary to management reports
  • Ensure a continual service improvement focus in reporting
Workshop Details

This workshop takes place at Bonhill House etc venues Moorgate in central London, see map below.

The day runs from 09:00 – 16:45 with two 15-minute refreshment breaks and a 45-minute lunch break.

Prefer to run this workshop in-house?

This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises.

Find out more by visiting our bespoke and in-house training page here>>

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