NAI Metrics that Matter Webcast Replay
“ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office”.
Nouri Associates is an EXIN accredited, full service provider of V2, V3 ITIL / IT Service Management (ITSM) training and certification. ITIL v3, ITIL v3 Training, ITIL Training, ITIL v3 Foundations, ITIL v2 to v3 Update, ITIL v3 Service Capability, ITIL v3 Service Management, IT Service Management, ITIL Managers, ITIL Practitioner, Nouri Associates - EXIN Accredited - NAI was founded in 2001, NAI is a leading provider of Consulting, Training and On-Demand solutions in the area of IT management and control best practices using globally accepted best practices standards and frameworks such as ISO 20000, ITIL, eSCM, PMBOK, CMMI and COBIT
There is no shortage of ITSM metrics in the ITIL books. The question often faced by many organizations that are planning to and or have implemented ITIL is "what are the best set of metrics and key performance indicators (KPIs) to use?
Event Information:
Recorded Live Presentation:
Featuring:
David Chiu
BMO Financial Group
ITSM Specialist
Hamid Nouri
NAI, Managing Principal
The reality is there is no one standard set of metrics that is right for everyone. The best metrics are the ones that support and drive a specific set of business objectives. In this session, you will learn a "goal-driven" approach for selecting the best set of metrics for your organization. Using examples and case studies, Mr. Chiu will illustrate that picking the right metrics and KPIs does not need to be daunting task.
Other than selecting the right metrics, there are a number of other common challenges that organization run into:
- Culture – Cultural resistance to formal measures
- Data Challenges –Difficulties in collecting, normalizing and combining the needed data from a variety of IT operational tools and systems
- Manual Processes – Manually managing a large of number of spreadsheets used to collect, analyze and report the metrics and performance data
- Metrics Can Lie – Metrics and measures can be easily manipulated
- Wrong Behavior – Risks of unintentionally promoting the wrong behavior or outcome
Mr. Nouri will discuss the nature of these challenges and offers potential strategies to address them.
Please join two industry thought leaders on the subject of ITSM metrics to explore the elements of a successful ITIL measurement program.
About the Presenters:
Hamid Nouri – Mr. Nouri is a Managing Principal and Cofounder of NAI. Prior to NAI he spent seven years at Gartner Group in a number of senior leadership roles in IT Management Consulting and Client Services. He is an ITIL v2 Master, ITIL v3 Expert and a Certified ISO 20000 Consultant. He has over 28 years of IT industry and 18 years of IT Service Management and Consulting experience. He is a member of the US Chapter of itSMF leadership and EXIN Quality initiative in US.
David Chiu – David Chiu is a Senior Business Technology Specialist for IT Service Management at BMO Financial Group. Over the last eight years, he has developed and implemented many of the ITIL processes currently used in BMO today; including release, change, configuration and service level management. He now provides leadership and subject matter expertise for the continual improvement of the established ITIL processes by leveraging Business Intelligence technologies and applying Performance Management best practices to turn process data into actionable information that drives IT Service improvements. David has also written many articles and several books on the topics of Configuration Management, ITSM metrics and reporting.
Best Practices and enablers in use of ITIL Metrics and KPIs Metrics That Matter –
Selecting Metrics That Drive Service Improvement
Get your no-cost assessment today and a chance to be selected as one of the organizations that NAI will provide a free introductory access and consultant review to help you with your metrics tracking and organization improvement.
Please note: the first few slides do not have audio - we apologize for the inconvenience, but the rest of the webcast is not effected.
