Name: IT Performance & Improvement Management Course & Examination
Brand: integratedITSM
SKU: 9121967210680
Price: 1295.0 GBP
Availability: InStock

Description

This two-day IT Performance and Improvement Management certification course equips individuals with the necessary knowledge to assess and improve the performance of IT service management (ITSM) processes within an organisation. The certification focuses on key concepts and tools for measuring, analysing, and improving IT service delivery, including metrics, critical-to-quality attributes, dashboard creation, balanced scorecard, process level improvement, and appraisal. The program is designed to be applied and practical, with hands-on activities, real-world examples, and discussions that enable candidates to apply what they learn to their daily work.

Course inclusions:

Online access to ITSM Hub's accredited course materials and additional resources
Sample exam - interactive exam and PDF version
Comprehensive study guide
IT Performance & Improvement Management online examination voucher, valid for 12-months
A complimentary exam re-sit if you miss out the first time
The Improving integratedITSM™ official publication, available as an eBook - accessible from within your candidate portal

Course Overview

The role of IT in driving business success is more critical than ever. This comprehensive certification course in IT Performance and Improvement Management is the gateway to mastering the essential strategies and techniques needed to propel organisations forward.
Candidates will learn how to conduct ITSM maturity assessments, interpret holistic ITSM assessments, and identify integration weaknesses and opportunities for improvement. Through hands-on exercises and interactive learning experiences, attendees will translate theory into action, practicing their ability to apply key concepts in real-world scenarios. From learning metrics and critical-to-quality attributes to harnessing the power of dashboards and balanced scorecards, this course empowers individuals to navigate the complexities of IT performance management with confidence and proficiency.
Upon completion of the certification, candidates will be able to evaluate ITSM processes, identify areas for improvement, and implement solutions to drive continuous improvement and meet business objectives.

Learning Outcomes

By the end of this certification course, you will be able to articulate:

Integrated IT Service Management Overview

Recall the core components of The integratedITSM System that includes enablers, IT leadership, IT organisation, execution, and performance and improvement
List the key enablers mentioned in The integratedITSM System such as organisational change management, Lean, value stream mapping, Agile, and DevOps.

The Role of IT Performance and Improvement Management in integratedITSM

Recognise the primary purpose of IT performance management and IT improvement management processes in the context of integratedITSM.

The Three Levels of Integration

Explain why the integration of ITSM processes among themselves comprises the foundational level within The integratedITSM System and its significance in improving IT service delivery
Explain how enablers like Agile and DevOps support the ‘improve integration’ (Level 2) by enhancing ITSM processes and supporting adaptability and responsiveness within IT organisations
Identify the three levels of integration within The integratedITSM System and briefly describe the focus of each level
Describe the concept of integration of business service management at Level 3 and its impact on aligning IT with business objectives that include how governance, vision, values, mission, and strategy drive this alignment.

IT Performance and Improvement Management

Recall the differences between IT performance management and IT improvement management
Summarise the challenges faced in implementing IT performance and improvement management
Explain strategies to overcome the challenges associated with IT performance and improvement management’s implementation.

Cascading Goals

Develop a plan for implementing cascading goals within an IT organisation.

The IT Performance Management Process

Recall the purpose and significance of IT performance management for IT and business stakeholders
Identify triggering events that initiate the IT performance management process and explain their impact on the alignment
Identify different types of measurement
Explain how policy considerations, including performance indicators and accountability, govern IT performance management
Summarise the role of business relationship management in IT performance management
Analyse a real-world scenario to identify integrations between IT performance management and other processes.

Managing IT Performance

Explain the potential drawbacks of an overreliance on tools
Describe the importance of aligning IT metrics with business objectives
Differentiate between IT-centric and customer-centric views of IT performance
Describe the purpose and elements of a balanced scorecard in aligning activities with organisational goals
Develop measurable performance indicators and targets for IT services based on customer needs
Propose strategies for implementing effective feedback loops and review mechanisms in IT performance management.

IT Improvement Management Process

Identify the term, improvement
List the main objectives of IT improvement management
Identify different triggering events that prompt IT improvement initiatives
Describe how IT improvement management aims to align IT services with changing business needs while enhancing quality, reliability, and efficiency
Explain the significance of policies in the context of IT improvement management
Explain the roles of different process actors and their responsibilities in IT improvement management, including how they contribute to aligning and enhancing IT services.

Tools and Methods

Apply the improvement concept to a real-world scenario, identifying areas that could be enhanced within a given context
Reviewing the use case, analyse and select the most appropriate improvement method.

The integratedITSM™ Designation Scheme

Who should attend

Prerequisites

Exam & Certification

The exam is offered through Professional Designations (PDC) and to obtain certification, attendees must write and pass the exam as follows. The exam is included in the course fee and will be provided on the first day of the course.

Duration: 60 minutes
Questions: 40 multiple-choice questions, closed book
Pass mark: 65% (26 questions correct out of 40 questions)
Supervised: Yes
Format: Online

Course Material & Inclusions

Material for this course will only be provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can use the files under ITSM Hub’s Terms of Use.

Course workbooks/slideshow for students to download, or view on laptop or tablet devices
IT Performance and Improvement Management practice exam
Course reference and exam guidance materials

IT Performance and Improvement Management online exam voucher, provided by Professional Designations (PDC) - global examination provider

Plus a complimentary IT Performance and Improvement Management exam re-sit if you miss out on passing your certification the first time.

The Improving integratedITSM™ official publication, available as an eBook is included with your exam voucher, which you will be able to download through the Professional Designations portal.

After completion of this course, you may apply for self-directed learning PDUs through PMI. A letter of attendance is available upon request.

An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach to learning in a three day intensive period. I found the worked examples very practical and very relatable to the Defence industry sector I work in.

Mary W.

Satisfied Customer

IT Performance & Improvement Management Course & Examination

Description

Course Overview

Learning Outcomes

The integratedITSM™ Designation Scheme

Who should attend

Prerequisites

Exam & Certification

Course Material & Inclusions

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