Making Sense of Metrics and Reporting

Upcoming Metrics Workshops:

29 October 2019 – London


In the world of IT support, the number of metrics you can pay attention to are roughly 10 billion, give or take a few. Focusing on everything from team performance, issue resolution, average handle time, and more, it can be difficult to know what you should be tracking and what you don’t need to measure.

With that in mind, Service Desk Institute (SDI) has developed a one day metrics workshop based on the SDI Service Desk Certification (SDC) standards for management information and reporting to help you refocus on what is best to measure and how to efficiently report on and utilise results.


“The Metrics and Reporting Workshop was a great experience, really informative with useful ideas to build on once I was back in the office. The workshop format lent itself well to the subjects discussed as we were all encouraged to share experiences and practices. I was hoping for one or two pointers or ideas to come out of this day, what I received however, was a really good insight into what, why and how to measure metrics in order to achieve the goals I had set for my team. Too often training courses, workshops and seminars get bogged down in corporate language and never get to the real world applications. This SDI workshop is NOT one of those! It is informal, easy to understand and packed with ideas to takeaway.”

Marisa Holford, Submarine Delivery Agency

Who is it for?

This workshop is for managers, team leaders or individuals responsible for reporting on service desk and support operational effectiveness and performance.

It will also benefit those considering or undertaking SDC accreditation.

What is it about?

This one day workshop is based on the SDI Service Desk Certification (SDC) standards for management information and reporting, with a focus on understanding key service desk measures and their value in the support environment.

Practical takeaways included:
  • 36 SDI recommended metrics
  • Report definition document
  • Analysis exercises
  • Another useful thing you will take away with you is a balanced scorecard template
  • Advice and guidance from an experienced service desk and support practitioner
After the course delegates will be able to:
  • First of all you will gain the knowledge to explain the relationship between critical success factors, key performance indicators and metrics
  • You will also be able to identify key service desk metrics and their purpose
  • Apply analytical methods for trending and forecasting
  • Bundle and cross-analyse results to gain deeper insights
  • Explain the role of utilisation metrics in resource optimisation
  • Furthermore you will be able to design a balance scorecard for teams and individuals
  • Add insightful commentary to management reports
  • Finally you will be able to ensure a continual service improvement focus in reporting
Course 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 – 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.


Non-members: £555

SDI Members: £499.50

Download 2019 Course Calendar


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