Metrics and Reporting - Virtual - Service Desk Institute

Making Sense of Metrics and Reporting

Focusing on everything from team performance, issue resolution, average handling time and more, it can be difficult to know what your IT Service needs to be tracking, particularly for YOUR customers, goals and business.

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 include:

36 SDI recommended metrics
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

About our one day workshops

The short video below explains some of the different one day workshops available, how they came about and why they benefit IT services on a number of levels.

This course is running from 9:00am – 16:30pm GMT.

Virtual Course

This is a fully interactive, instructor-led training experience hosted through SDI’s online training portal. Each delegate is provided with all of the resources and workbooks they need plus a collaborative workspace where they can share ideas with fellow delegates.

The live online training is delivered by a specialist SDI trainer who will guide delegates through the easy-to-use virtual training environment making sure every attendee is comfortable with the tools and environment.

Scroll down to view further info on this workshop…

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