Key Measurements For IT Support Management Decisions Workshop Training Course

Use Key Measurements For IT Support Operational Management Decisions

Introduction

We have teamed up with one of our favourite IT Service Management Experts Noel Bruton to deliver this Key Measurements For IT Support Management Decisions Workshop and we are excited to share his wisdom with you all....

On-site training courses can take up to sixteen attendees simultaneously and cost £1995+VAT per day, inclusive of trainer's travel and accommodation.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Not Included
1 Day
£395Excl. VAT

Course Outline

The Key Measurements For IT Support Management Decisions Workshop will show you how to:

  • What Data To Gather From Where
  • Cost-Justify New Staff
  • The 'Eight Key Fields' That Explain So Much
  • Identify The 'Black Holes' In Your IT Support
  • Plan Your Staff's Skill-Sets And Knowledge
  • Get Usable Information From Your Logging System
  • Get Information The Software Can't Provide
  • Plan Your Future Workload Or New Services
  • Inject Variety Into Your Staff's Working Day
  • Prove How Successful You Are - Or Not - And Why?
  • Allocate The Right Resources In The Right Place
  • Reduce Your Backlog And Improve Fix Times
  • Plan Shifts, Rotas And Out Of Hours Operation
  • Handle Complaints Better And With Facts

Description

Do you have enough support staff for the workload? Do your staff have the right level of skills to deliver the best service they can to your customers? How much manpower can you afford to allocate to projects this month? What service level do you need from other departments for your group’s success? These questions and many others are answered by the calculations described in ‘Key Measurements For IT Support Management Decisions.

As a leader of an IT support function, you know you need numbers. They are the basis of any informed decision. Without proper statistical information, you’re steering in the dark, reduced to deciding actions based on anecdote, suspicion and guesswork. You need key figures – but which figures and what decisions might they enable?

About the Course

This Key Measurements For IT Support Management Decisions Workshop is for IT Support Managers, Team Leaders, Quality and Service Level Managers; in fact anybody involved in those critical decisions that lead to management action and service improvement. It goes much further than the statistics available from your telephone or enquiry-logging systems. It doesn’t just look at numbers, but at the meaning of those numbers in dimensions your support software cannot measure.

And you don’t need any special skills – just an open and inquiring mind and everyday numeracy.

Who Should Attend

This Key Measurements For IT Support Management Decisions Workshop is for new, prospective and existing managers of:

  • Service Level Quantification
  • Service Desks
  • Second And Third Line Support
  • IT Quality Assurance
  • Incident Management Process
  • General IT Services
  • IT Customer Services
  • IT Support Staff Budgets

Materials Provided

You will be provided with full workshop materials including:

  • Workshop Slide-Set
  • Attendance Certificate Upon Request

Organisational Benefits

  • Developing An Understanding On What To Report On And Why
  • Increase Knowledge Of Beneficial Measures
  • Using Measurement To Drive Performance
  • Better Decision Making From Understand Your Analytic Data

Individual Benefits

  • A Greater Understanding Of Statistical Data
  • Improved Understanding Of What To Measure And What Not To Measure
  • Better And More Informed Decision Making
  • Improve Career Prospects

Prerequisites

There are no prerequisites required to attend this Key Measurements For IT Support Management Decisions Workshop.

Prereading

There is no pre-reading required to attend this Key Measurements For IT Support Management Decisions Workshop.

Exam Overview

There is no examination associated with this Key Measurements For IT Support Management Decisions Workshop.

Exam Type

No Exam

Professional Development Units - PDUs

There are no PDUs or Credits that you can earn from this Key Measurements For IT Support Management Decisions Workshop.

Qualifications

There are no qualifications.

Next Steps

The 1-day Moving From IT Technician To Manager Workshop will expose the vital mindset shift needed, to stop thinking like a reactive technician and begin to plan, strategise and orchestrate resources and demands as a Manager.

Conclusion

The Key Measurements For IT Support Management Decisions Workshop goes way beyond 'Service Levels' and you will understand how to use key measurements for IT Support operational management decisions.

Key Measurements For IT Support Management Decisions Workshop Course Dates

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