Creating Measures and Metrics in ITSM (Udemy.com)

As someone that is aspiring to becoming a manager in my work, I am glad I came across this course. It has opened my eyes in performance management and how to setup my own KPIs.

Really enjoyed this course - it breaks down IT service metrics in plain English with clear explanations on all the confusing jargon. The instructor makes these concepts both interesting and easy to grasp. I walked away with a much clearer understanding of how to measure and improve IT services. In fact, it's made me consider pursuing ITIL certification to dive deeper into these concepts.

The course give some insights majorly towards ITIL "Capacity and performance management " (=>DPI). Now - I was expecting something more practical like some sample excel-sheets .. or Python/Perl/xx-Scripts to review some "fake" examples and the potential conclusions. This was not at all part of the course, but this it what I was looking for.. Even so, it is a very good course - but a warning here: it stays on they typical abstract level of ITIL (more or less).

Very well put together with lots of useful information. I discovered that over time I did come back to the resources provided to refresh the information and it was very helpful.

I am in an organization that captures some metrics but is not tracking them for an organized manner or telling a coherent story. We need to mature and determine our goals to track back to metrics and the related activities.

Interesting concepts but I was expecting more practical examples (case studies would have been great in a resource section) along all the definitions to assimilate along the way. More examples could help to be more prepared and memorize the definitions using a "Trial and error" approach.

Each block of theory is accompanied by real life example which I find great. The structure is comprehensive, pace is optimal for me and the teacher’s charisma and enthusiasm work perfectly. I would just expect more links to ITIL practices and maybe some examples of how to design ITIL compliant KPIs.

I was preparing for the ITIL v4 Foundation exam. I took this course to see how could I apply ITIL v4 in real life. Measures and Metrics are one sure way. Thanks for a very insightful course. By the way, I passed the exam. Now to use my new found knowledge!

I learnt many new additionally things about this topic. This cousre is also helpful background information for ITIL foundation exam. A quiz after each chapter would be nice to see, if I understood everything correct.

The topics of measurements and metrics covering in this course is suitably designed for candidates who aim to obtain ITIL Practitioner certification in connection with the Continual Service Improvement (CSI) Approach. In there, goal setting, measurements and metrics skills are examined. This course seems to be a concise, however, has a well structured programme along with the relevant to contents of Axelos official guidance book of ITIL Practitioner. Provided a good revising work for me ! Thank you, Jason !!