Training
Managing a support organization’s performance is more complicated now than ever before. The diversity of channels, technologies, and service offerings leaves behind a mess of data that can overwhelm even the most experienced of leaders. Achieving success today means having the ability to find and act on the metrics that truly matter most.
This course equips service and support leaders with the insights and resources they need to effectively define, measure, and achieve results. Participants will learn how to categorize key performance areas, establish leading indicators, accurately analyze results, and clearly articulate the support organization’s business impact.
What You Will Learn
- Understand how metrics can help you measure and achieve success
- The primary categories of a support organization’s metrics
- Methods for driving buy-in and adoption of key performance indicators
- How to keep metrics evolving into your support organization’s future
Who Should Attend?
- Team leads and supervisors
- Managers
- Reporting and analytics leads and/or managers
- Directors
Upcoming Classes
| Start Date | End Date | Location |
|---|---|---|
| Oct 29, 2026 | Oct 30, 2026 | Virtual |
Course Curriculum
Module 1: Defining a Support Organization’s Success
- Leading and Lagging Indicators
- Six Principles of Managing Metrics
Module 2: Categories of a Support Organization’s Key Performance Indicators
- Seven Categories of Key Performance Measures
- Metrics Used to Measure and Manage
Module 3: A Data-Driven Approach to a Support Organization’s Improvement
- Role of Metrics in the Data Center
- Identify Improvement Opportunities and Priority
- Identify Root Cause
- Analyze Data
Module 4: Leveraging a Support Organization’s Data for Business-Wide Transformation
- Change Management
- Influencing Change
Module 5: Looking to the Future of a Support Organization’s Metrics
- Two Key Factors in Driving the Future
- Future Support Organization Predictions