Course info
Nov 20, 2018
2h 35m

Many IT professionals want to take the leap into IT management. One of the necessary skills is a firm understanding of metrics and measurements. In this course, Managing IT: Metrics and Measurements, you'll learn why you should measure and specifically what you should and should not measure in practice. First, you'll explore critical success factors (CSFs) and key performance indicators (KPIs). Then, you'll gain the knowledge of various metric cascades, hierarchies, and categories. Finally, you'll delve into assessments, reports, and dashboards. When you’re finished with this course, you'll have strong knowledge of the importance of taking measurements and setting metrics, as well as the ability to complete ten toolkit templates.

About the author
About the author

Kevin's mission is to close the gap between IT departments and the businesses they support, by opening IT to change. His goal is not to change what IT does; it is to change how IT does it.

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Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi everyone, my name is Kevin Miller. I am the founder and principal consultant of Delta Technology where we are opening IT to change. Welcome to my course, Metrics and Measurements in the Managing IT series at Pluralsight. If you were looking to break into IT management, you'll need to know how to measure performance and set metrics. Obtaining this knowledge will set you apart from your peers and show everyone you are ready to take the leap. In this course, we are going to cover critical success factors and key performance indicators. You'll learn the differences between them and how they connect to each other in the grand scheme of things. We'll also cover assessments. I'll teach you what to assess, how to assess it, and how to track your progress over time. Everyone needs a way to visualize their measurements, so we'll review the importance of reports and dashboards and when you should use each. Before this course is over, I'll provide 10 toolkit templates for you to start using in your job right away and demonstrate how to use them. By the end of this course, you'll know why we should measure, why we do measure, and what we should measure. This will give you an advantage in the ultra-competitive IT management job market. I hope you'll join me on this journey of learning how to properly use metrics and measurements in the Managing IT series at Pluralsight.

Metric Categories
Welcome back. In this module, I'm going to cover four metric categories and explain how to use them to ensure all of your metrics are well balanced. I'll start off with a very brief overview of the four categories and how they help. I'll then take a deep dive into each of the categories, which are performance metrics, maturity metrics, timing metrics, and viewpoint metrics. I'll then finish this module by explaining how to properly use all four of these categories together and show you a visual representation of the categories in use to ensure you are well balanced and not too focused in one area. Let's start with the overview of the four categories. This topic touches on ITILs guiding principle, work holistically. Performance metrics are categorized as technology, process, or service. These metrics help you understand how your services are performing and why. Maturity metrics are categorized as progress, compliance, effectiveness, or efficiency. These metrics change over time as your service or process matures and help you bring it to the next stage. Timing metrics are categorized as leading or trailing. These metrics help you learn from the past and plan for the future. Viewpoint metrics are categorized as inside-out or outside-in. These metrics help you see things through the eyes of the customer, as well as through the eyes of the CFO, also known as the person footing the bill. In the next clip, I'll do a deeper dive into our first category, performance.