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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
Course Survey
Total: 6 hours 10 minutes

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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.

Prerequisites

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

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

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Prerequisites

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

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

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Course Materials

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  • Student Guide

Important Links

  • Course Survey

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When you purchase a Deluxe or Premium course from GogoTraining, you can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript, or print a course completion certificate.


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