This course was created by Dion Training, an Accredited Training Organization for ITIL® by PeopleCert on behalf of Axelos. ITIL® and the Swirl logo are registered trademarks of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved. We are pleased to offer this training in our library.
Skill Level Intermediate
- Welcome to this course on Measures and Metrics. In this course, you're going to receive a great overview of how to determine what to measure within your organization in order for you to drive decision-making for further growth and improvement. In addition to that, we're going to explore the different types of measures, measurement models and assessment methods that are commonly used in today's digital organizations around the world. This course is designed for information technology, service management practitioners, managers, and executives, who are involved in the operation and oversight of products, services or transformation projects inside today's modern digital organizations. By the end of this course, you're going to be able to understand, not only what to measure, but also why you should measure inside your organization to ensure you aren't wasting your money by capturing unnecessary numbers, or your time by generating unnecessary reports. Now, before we dive into this course, let me quickly introduce myself. My name is Jason Dion, and I'm the lead instructor at Dion Training Solutions. I've been working in the it service management and cybersecurity field for over two decades for organizations, both large and small. In all these organizations though, the common thread was always ITIL. When I talk about small organizations, I'm talking about organizations with less than about 20 people, like my own company, Dion Training. When I talk about large organizations, one of my last positions was for an organization that spans six continents, dozens of countries and millions of end-users. And guess what? Both of these organizations and many others I've worked with over the years ran on ITIL. So I'm not just an instructor, but I'm also a practitioner of the ITIL framework with decades of experience. So just a heads up as we dive deep into the different techniques inside this course. I am going to be using the standard terminology and best practices used by the ITIL 4 framework. Now, don't worry though, I'm going to reference other industry terms too to ensure we cover everything you need, regardless of whether your company uses ITIL or not. Now, here are my four tips for success in this course. First, every video in this course has the ability for you to turn on closed captioning. Each video is captioned by a real human for accuracy, and this allows you to read along with the course if you need to. Many of my students who speak English as their second language really enjoy having those captions playing along with the videos to help aid in their learning. If you want to enable closed captions, simply click on the CC button in the bottom of the video player. My second tip is about playback speed. Some of my students say that I speak too fast and others say I speak too slow. Either way, you control the speed of instruction by clicking on the gear icon and the 1X button in the bottom of your video player. If you want me to teach faster, select 1.25X or 1.5X. If you want me to teach slower, simply click on .75X or .5X. Faster or slower, the choice is yours. The third, and probably one of the most important tips is our student support group. We have a student support group with over 10,000 other students, who are learning ITIL, cybersecurity and project management throughout our courses, just like you are. Now, if you want to join the fund, you can find us at facebook.com/groups/diontraining and request to join this private group. In the group, we answer your questions, we put out additional free content, and we help support each other throughout our IT careers. Also, if you ask your question there, you're likely going to get an answer within just a few minutes, most of the time, because we have thousands of other students, both past and present who join in our conversations there. So if you're on Facebook, I definitely recommend joining the group today. Now, if you aren't on Facebook, don't worry, you can still ask questions if you get stuck during the course. Simply send me an email at firstname.lastname@example.org, and either myself or one of my team members will answer your question directly within about 24 hours in most cases. Now, like I said, the Facebook group does tend to get your questions answered a bit faster because there are so many more people available and online anytime during the day or night. The fourth and final tip is that this course comes with a downloadable study guide as a PDF in the next lesson. I recommend you download it, print it out and take notes directly on it as you go through the course. That way, after all the videos are done, you have a great desk side quick reference for you while you're working on the job. Now, with all the introductions behind us, let's get started learning all about measures and metrics within IT service management.