2-Day Instructor-Led Programme
Build practical capability to define, measure, and improve service performance using SLAs, SLOs, and modern governance principles. Learn how to align metrics with CSF 2.0 governance concepts through mentor-led, real-world scenarios.
Duration
2 Days
Price
$1,797
This mentor-led programme equips professionals with the knowledge and practical tools to design, implement, and optimise service operations metrics that genuinely reflect business value. Moving beyond basic SLA reporting, the course focuses on how SLOs, KPIs, and operational indicators work together to drive measurable performance improvements in modern IT environments.
Participants will explore how to build meaningful metrics frameworks aligned with governance principles, including CSF 2.0 concepts, ensuring services are not only measured but effectively controlled and improved. Through practical scenarios, learners will understand how to avoid common pitfalls such as vanity metrics, misaligned targets, and ineffective reporting structures.
By the end of the course, learners will be able to confidently define service targets, interpret operational data, and communicate insights to stakeholders. The programme emphasises real-world application, enabling teams to strengthen accountability, improve service quality, and support governance-driven decision-making.
Practical scenarios designing SLAs, SLOs, and dashboards using real service data.
Guided sessions with industry mentors applying metrics to operational challenges.
Build governance-aligned metrics frameworks for real service environments.
Design effective SLA and SLO frameworks
Analyse service performance data accurately
Implement governance-aligned metrics systems
Evaluate operational efficiency using KPIs
Communicate insights to stakeholders clearly
Lead improvements using metrics-driven decisions
Basic understanding of IT services
Familiarity with service operations concepts
Interest in performance measurement
Step-by-step learning journey from basics to professional practice
Master these in-demand skills through hands-on practice
A clear view of the roles this programme supports, what typically comes next, and where learners progress over time
Choose the learning format that works best for you and your team
Instructor-Led Training
Join live instructor-led sessions from anywhere. Interactive, engaging, and flexible.
Price per person
Group enrolments and early planning options available.
All prices are exclusive of VAT where applicable. Group enrolments and custom packages available on request.
Not everyone learns best in a group. If you want focused guidance, faster clarity, and confidence you can use on the job, our 1-to-1 Fast-Track Training gives you private, mentor-led support tailored to your experience and goals.
"Many learners choose 1-to-1 when they want understanding, not memorisation."
Everything you need to know about the certification exams
You will receive an Xcademia certificate of completion based on participation and successful completion of labs and scenario simulations.
Credential
On successful completion of Service Operations Metrics, learners receive an Xcademia Certificate of Completion. This standalone certificate is issued directly by Xcademia and is aligned with globally recognised frameworks and best practices.
Everything you need to know about this course
This course explains both concepts in depth and how they work together in practice.
Take the next step in your professional development
