Performance Management

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Video Title	Minutes
00: Course Introduction	4
01: Performance Management Overview	25
02: Business Strategy and IT Performance	15
03: Business Services	22
04: Performance of People	27
05: Reviews and Objectives	26
06: IT Operations Performance Management	24
07: Service Desk and Second-Line Support	18
08: Third-Line Support	9
09: Problem Resolution	22
10: Change Control	17
11: Release Management	20
12: Component Relationships and Managing Availability Part 1	28
13: Component Relationships and Managing Availability Part 2	24
14: Managing Capacity	22
15: Service Level Management	21
16: Performance Improvement	17
17: The Use of Tools for Performance	22
18: Course Summary	7
Total:	6 hours 10 minutes

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Course Materials

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• Student Guide

Related Links

• Course Survey

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Description

This IT online training course considers the key aspects of IT Performance Management which comprises of business IT Performance Management and IT Operations Performance Management. Performance Management online training specifically focuses on strategy within the organization, the alignment of business strategy and IT service delivery and the contributions that can be made to improving IT performance from the activities carried out by people and technology.

Objectives

As a result of taking this IT training course, you will be able to:
• Describe the components and processes of Business IT Performance Management
• Describe the components and processes of IT Operations Performance Management
• Understand the use of tools to increase performance

Related Training

• Podcast: What is Performance Management?
• Podcast: Why Learn About IT Performance Management?
• Podcast: Business Critical Services
• Podcast: The Performance of People
• Podcast: The Source of a Lack of Performance

For more information, contact us or call 1-877-546-4446

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Performance Management Outline

Module 00: Performance Management Online Training - Course Introduction

Module 01: Performance Management Overview
• What is ‘Performance Management’
• Definition
• Contributing elements
• Supply chain
• Responsibilities

Module 02: Business Strategy and IT Performance
• Business strategy in the organization.
• Lack of strategy
• Problems and desired results

Module 03: Business Services
• Business Critical Services (BCS)
• Vital business functions
• Technically critical services

Module 04: Performance of People
• Cost of People
• Performance Obstacles
• Performance of People
• Roles and Responsibilities

Module 05: Reviews and Objectives
• Performance reviews
• IT Resource performance
• Linking IT services with business objectives

Module 06: IT Operations Performance Management
• Effective use of IT
• Business and IT objectives
• A source of IT issues

Module 07: Service Desk and Second-Line Support
• Service Desk
• Second-line Support

Module 08: Third-Line Support
• Advanced Specialist Subject Matter Experts
• Activities
• Skills
• Teamwork

Module 09: Problem Resolution
• Many sources of problems
• Problem resolution
• Skills required
• Non-technical problems
• Problems solving techniques
• Key performance indicators

Module 10: Change Control
• Sources of issues
• Achieving high performance
• Change management
• Skills required
• Risk management
• Key performance indicators

Module 11: Release Management
• Sources of Issues
• Reliable Releases
• Performance Skills Required
• Key Performance Indicators

Module 12: Component Relationships and Managing Availability Part 1
• IT Infrastructure Support
• Service Component Relationships
• Managing Availability

Module 13: Component Relationships and Managing Availability Part 2
• Reporting Availability
• Cost of IT Failures
• Resolving Availability Issues
• Analysis Techniques

Module 14: Managing Capacity
• Capacity Activities
• Proactive vs. Reactive working
• Analysis Techniques
• Capacity Planning

Module 15: Service Level Management
• SLM with customers, staff and suppliers
• Skills required
• Service level contents
• Service reporting
• Key performance indicators

Module 16: Performance Improvement
• Improvement Models
• The Deming Cycle
• Maturity Scale
• Improvement Results

Module 17: The Use of Tools for Performance
• The Use of Tools
• Performance Improvement
• Technical Management
• Service Management
• Tools for Reporting
• Using the Tools
• Benefits

Module 18: Performance Management Online Training - Course Summary

For more information, contact us or call 1-877-546-4446

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Prerequisites

This IT course assumes knowledge and work experience in an IT environment

For more information, contact us or call 1-877-546-4446

Start Learning Performance Management Today!

List Price: $995 Your Price: $695

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