Evidence-Based Support Desk Analytics
Designed for professionals responsible for refining IT operations, this course focuses on using operational data to drive service improvements. Participants will master statistical methods for identifying support bottlenecks and validating process changes.
£420
Certified IT Operational Researcher
- Pass mark 70%
- Certificate on completion
- Verifiable public certificate ID
- English · available globally
Evidence-Based Support Desk Analytics: the short answers
- What is Evidence-Based Support Desk Analytics?
- Designed for professionals responsible for refining IT operations, this course focuses on using operational data to drive service improvements. Participants will master statistical methods for identifying support bottlenecks and validating process changes.
- Who is Evidence-Based Support Desk Analytics for?
- It is pitched at Intermediate level for Data Systems Researchers working in IT Support Specialist Certification, and is studied online from any country.
- How long does Evidence-Based Support Desk Analytics take?
- Around 18 hours of study, plus the assessed assignments and one applied project.
- How is the certification assessed?
- Every assignment and the final project are assessed automatically against the published criteria. The pass mark is 70%, and an item that does not pass can be resubmitted.
- What do I receive when I pass?
- Certified IT Operational Researcher, issued as a certificate with a unique ID that employers can check in the public certificate register.
- How much does it cost?
- £420 once, with no subscription.
What you will be able to do
- Select appropriate KPIs for specific IT support service goals
- Conduct trend analysis on ticket volume and resolution data
- Validate operational improvements using A/B testing methodologies
- Present evidence-based process change proposals to management
Written by Marcus Thorne, Principal Data Scientist. Every submission is assessed automatically against the published criteria for Certified IT Operational Researcher, and the certificate is issued the moment the assessment is complete.
20 topics in this subject area
Each topic is written to be read on its own. Open a topic to read its description.
The curriculum for this course is being written. Sign in to start reading.
Course Builder
Prepare your assignments and one applied project in your own words and submit them here. The AI assesses each piece as soon as you submit it, and your certificate is issued immediately once the assessment is complete.
Sign in to read the topics, write your assignments and project, and receive your certificate the moment the AI assessment is complete.