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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 508: Measuring Success: A Metrics Primer

Edward Gray  (Principal Trainer, Grayematter Consulting)

Location: Grand Ballroom 109/110

Date: Thursday, May 19

Time: 11:35 am - 12:35 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

Audience Level: Fundamental

There are many things we _can_ measure in IT, but which things _should_ we measure? And which should we report? This session will present an overview of what metrics are, why we need them, and how we should (and should not) use them. Learn the types of metrics, how to define your metrics dictionary, and how to select and develop the right metrics to tell your story.


Attendees will learn about:

  • The different kinds of metrics
  • A mechanism for cataloging metrics
  • A framework for selecting, developing, and reporting metrics and KPIs