Metrics & Reporting
Virtual - Login from anywhere
24th November 2025 (1 Day)
9:00 AM - 4:30 PM EAT
Overview
Making Sense of Metrics and Reporting
Focusing on everything from team performance, issue resolution, average handling time and more, it can be difficult to know what your IT Service needs to be tracking, particularly for YOUR customers, goals and business.
This popular one-day workshop based on the SDI Best Practice Standards, will help you refocus on what is best to measure for your organisation and how to efficiently report and utilise results.
“A wonderfully passionate and enthusiastic execution of the course. I will implement much of what I’ve learnt and use it to encourage my team” – Stephen Alexander, Audatex.
Course Content
- 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 Metrics– 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.
Who Should Attend
This 1-day course will suit all professionals and organisations looking to gain more understanding of metrics and reporting and what methods can be utilised.
Outcomes
Practical Workshop Takeaways:
- 36 SDI recommended metrics
- Report definition document
- Analysis exercises
- Balanced scorecard template
- Advice and guidance from an experienced service desk and support practitioner
After the workshop delegates will be able to:
- Explain the relationship between critical success factors, key performance indicators and metrics
- Identify key service desk metrics and their purpose
- Apply analytical methods for trending and forecasting
- Bundle and cross-analyse metrics to gain deeper insights
- Explain the role of utilisation metrics in resource optimisation
- Design a balanced scorecard for teams and individuals
- Add insightful commentary to management reports
- Ensure a continual service improvement focus in reporting
Requirements
This is not a pre-recorded webinar and you will need:
- A computer with a webcam (We ask that webcams are turned on throughout the duration of the course).
- Microphone/headset .
- High-speed internet connection .
- Ensure you connect 15 minutes before the session starts and log-in as a guest.
To help with the set-up, please download the Adobe Quick Start Guide.
Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.
Preparation
- This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises or virtually.
- Find out more by visiting our bespoke and in-house training page.
Virtual - Login from anywhere
24th November 2025 (1 Day)
9:00 AM - 4:30 PM EAT
£605 each (exc. VAT)
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Trainers
Short Bio
Lynne is a customer service and service desk professional, with a wide range of experience gained within IT and it's associated industries. She has been...
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Added To Your Basket
Lynne Nash, SDI Trainer, Consultant, Auditor
- Virtual - Login from anywhere
-
24th November 2025 (1 Day)
9:00 AM - 4:30 PM EAT
-
£605 (exc. VAT)
What Would You Like To Do Next?
Metrics & Reporting
- Virtual - Login from anywhere
-
24th November 2025 (1 Day)
9:00 AM - 4:30 PM EAT
-
£605 (exc. VAT)