Using Data to Improve ITIL Service Delivery Performance

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This course provides an overview of using data to improve DIT service delivery performance, emphasizing the importance of metrics, KPIs, analysis, and dashboards. It explains the role of metrics and KPIs in ITIL principles and their link to performance improvement. The details cover capacity and performance management practice within ITIL 4, focusing on purpose, scope, success factors, terms, and key metrics. The course also includes illustrative scenarios and examples of using data to ident...