This book provides a clear, practical guide to understanding and applying Key Performance Indicators (KPIs) in IT Service Management. It simplifies complex concepts and offers actionable strategies for measuring and improving IT service performance. Designed for professionals at all levels, it helps build the skills needed to make data-driven decisions and enhance operational efficiency.
Integrated Measurement KPIs and Metrics for ITSM
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深入了解一个主题并学习基础知识。
中级 等级
推荐体验
推荐体验
中级
IT professionals and service managers with basic ITSM knowledge. No prior experience with KPIs required.
7 小时 完成
灵活的计划
自行安排学习进度
深入了解一个主题并学习基础知识。
中级 等级
推荐体验
推荐体验
中级
IT professionals and service managers with basic ITSM knowledge. No prior experience with KPIs required.
7 小时 完成
灵活的计划
自行安排学习进度
您将学到什么
Define KPIs and metrics essential for ITSM success
Identify the most meaningful data for performance measurement
Apply KPIs to optimize IT service management processes
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最近已更新！
April 2026
作业
14 项作业
授课语言：英语（English）
了解顶级公司的员工如何掌握热门技能
该课程共有14个模块
In this section, we examine HR's role in performance management, PIP processes, and leadership decisions, highlighting their impact on workplace dynamics and organizational effectiveness.
涵盖的内容
2个视频1篇阅读材料1个作业
2个视频•总计1分钟
- Course Overview•1分钟
- So Easy Even a Child Could Do It - Overview Video•1分钟
1篇阅读材料•总计20分钟
- So Easy Even a Child Could Do It - Reading•20分钟
1个作业•总计10分钟
- Navigating Clarity and Expectations in ITSM•10分钟
In this section, we examine SMT data input procedures, system performance limitations, and KPI selection strategies to enhance operational decision-making and data integrity.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- I'd Thought Things Were Going Rather Well - Overview Video•1分钟
1篇阅读材料•总计20分钟
- I'd Thought Things Were Going Rather Well - Reading•20分钟
1个作业•总计10分钟
- Navigating Professional Challenges•10分钟
In this section, we examine leadership communication styles, adaptive presentation techniques, and stakeholder engagement strategies to improve professional effectiveness and alignment.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- Try to Get It Right This Time - Overview Video•1分钟
1篇阅读材料•总计10分钟
- Try to Get It Right This Time - Reading•10分钟
1个作业•总计10分钟
- Navigating Professional Challenges•10分钟
In this section, we examine SMT consultant roles, their impact on enterprise software implementation, and challenges in balancing external expertise with operational efficiency.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- The Trivial Many Versus the Meaningful Few - Overview Video•1分钟
1篇阅读材料•总计20分钟
- The Trivial Many Versus the Meaningful Few - Reading•20分钟
1个作业•总计10分钟
- Balancing Metrics, Tools, and Human Factors in Organizational Success•10分钟
In this section, we examine structured onboarding and mentorship strategies to enhance team cohesion and individual performance in IT environments.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- Teaching Old Dogs New Tricks - Overview Video•1分钟
1篇阅读材料•总计20分钟
- Teaching Old Dogs New Tricks - Reading•20分钟
1个作业•总计10分钟
- Navigating Change and Communication in Organizations•10分钟
In this section, we explore standardized KPIs for operational efficiency, cross-functional dashboards, and their relevance across departments to support data-driven decisions and horizontal information sharing.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- Every Journey Begins with a Destination - Overview Video•1分钟
1篇阅读材料•总计10分钟
- Every Journey Begins with a Destination - Reading•10分钟
1个作业•总计10分钟
- Strategic Measurement and Business Insight•10分钟
In this section, we cover personal accounts of workplace challenges and the struggle to manage difficult relationships.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- Friend or Foe? - Overview Video•1分钟
1篇阅读材料•总计20分钟
- Friend or Foe? - Reading•20分钟
1个作业•总计10分钟
- Navigating Team Interactions and Performance Metrics•10分钟
In this section, we examine stakeholder motivations, communication barriers, and operational accountability to understand their impact on organizational collaboration and decision-making.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- Hunters and Gatherers - Overview Video•1分钟
1篇阅读材料•总计10分钟
- Hunters and Gatherers - Reading•10分钟
1个作业•总计10分钟
- Governance and User Engagement in IT Systems•10分钟
In this section, we examine PIP performance evaluation, feedback confidentiality, and strategies for improvement in professional contexts.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- Whispers in the Halls - Overview Video•1分钟
1篇阅读材料•总计10分钟
- Whispers in the Halls - Reading•10分钟
1个作业•总计10分钟
- Navigating Workplace Relationships and Responsibilities•10分钟
In this section, we examine work-life boundary impacts, remote work challenges, and communication styles. It highlights how physical and mental boundaries affect productivity and well-being in modern environments.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- What's the Use? - Overview Video•1分钟
1篇阅读材料•总计20分钟
- What's the Use? - Reading•20分钟
1个作业•总计10分钟
- Strategic Measurement and Team Dynamics•10分钟
In this section, we explore selecting focused KPIs for service desk optimization, evaluating system customization trade-offs, and aligning metrics with business objectives to improve operational efficiency.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- Bringing in the Data - Overview Video•1分钟
1篇阅读材料•总计20分钟
- Bringing in the Data - Reading•20分钟
1个作业•总计10分钟
- Data Management and Team Dynamics•10分钟
In this section, we explore cloud-based work and process inefficiencies in team settings.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- The Signal Amongst the Noise - Overview Video•1分钟
1篇阅读材料•总计20分钟
- The Signal Amongst the Noise - Reading•20分钟
1个作业•总计10分钟
- Navigating Process Variability and Organizational Communication•10分钟
In this section, we explore service desk KPI analysis, company-wide process impacts, and stakeholder communication strategies to align performance metrics with organizational goals.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- Knowledge Wants to Be Free - Overview Video•1分钟
1篇阅读材料•总计20分钟
- Knowledge Wants to Be Free - Reading•20分钟
1个作业•总计10分钟
- Strategic Use of Key Performance Indicators•10分钟
In this section, we explore performance reviews, feedback, and career transitions. It highlights the emotional and professional challenges of workplace evaluations.
涵盖的内容
1个视频1篇阅读材料1个作业
1个视频•总计1分钟
- Long Goodbyes - Overview Video•1分钟
1篇阅读材料•总计20分钟
- Long Goodbyes - Reading•20分钟
1个作业•总计10分钟
- Navigating Relationships and Ethical Choices•10分钟
位教师
提供方
提供方
Packt
Packt helps tech professionals put software to work by distilling and sharing the working knowledge of their peers. Packt is an established global technical learning content provider, founded in Birmingham, UK, with over twenty years of experience delivering premium, rich content from groundbreaking authors on a wide range of emerging and popular technologies.
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常见问题
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If you decide to enroll in the course before the session start date, you will have access to all of the lecture videos and readings for the course. You’ll be able to submit assignments once the session starts.
Once you enroll and your session begins, you will have access to all videos and other resources, including reading items and the course discussion forum. You’ll be able to view and submit practice assessments, and complete required graded assignments to earn a grade and a Course Certificate.
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