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Course Code: IT 3663
15 Course Visits
Service Performance Management in IT
Course Sector:
Information Technology
Course Dates and Locations
Choose a date and location to book your seat
No.
Date
Days
Location
Fees
Enrollment
01
5 Days
Amsterdam, Netherlands $4,950
02
5 Days
Dubai, UAE $4,250
Introduction
Training course introducion / brief
In an increasingly digital world, IT services must deliver consistent performance, reliability, and value to meet user expectations and business goals. Service Performance Management (SPM) focuses on tracking, analyzing, and improving how IT services perform in real time and over the long term.
This course equips IT professionals with the tools and techniques to define meaningful metrics, manage service levels, and use data-driven insights to optimize performance. It combines performance monitoring, SLA management, reporting, and continuous improvement under the umbrella of IT Service Management (ITSM) best practices.
Course Objectives
At the end of the training course, participants will be able to
- Understand the core principles and importance of Service Performance Management in IT.
- Define, monitor, and analyze Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and Operational Level Agreements (OLAs).
- Use performance data to drive decisions and continuous service improvement.
- Align service performance with business objectives and customer expectations.
- Apply best practices from ITIL 4 and industry standards to service performance reporting.
- Leverage tools and technologies to monitor IT services in real time.
Course Audience
Who is this course for, and can benefit the most
- IT Service Managers
- IT Operations Professionals
- Service Desk Managers and Analysts
- IT Performance Analysts
- SLA/Contract Managers
- IT Project Managers
Course Outline
The course aims and learning outcomes
Module 1: Introduction to Service Performance Management
- What is Service Performance Management?
- Role of SPM in IT Service Management (ITSM)
- Business value of monitoring service performance
- Link to ITIL 4 and the Service Value System (SVS)
Module 2: Performance Measurement Basics
- Understanding KPIs, SLAs, OLAs, and XLAs
- Choosing the right metrics for IT services
- Difference between operational and strategic metrics
- Setting performance targets aligned with business needs
Module 3: Service Level Management (SLM)
- Defining, negotiating, and managing SLAs
- SLA types: Customer-based, service-based, multi-level
- Tracking SLA compliance and breach handling
- Using OLAs to manage internal service expectations
Module 4: Monitoring Tools and Technologies
- Overview of service performance monitoring tools:
- Application Performance Monitoring (APM) tools
- Network and infrastructure monitoring tools
- ITSM tools with performance dashboards
- Real-time vs. historical performance tracking
- Integrating monitoring tools with ITSM platforms
Module 5: Analyzing and Reporting Performance
- Building service performance dashboards
- Root cause analysis and trend detection
- Monthly, quarterly, and real-time reporting practices
- Visualizing data for technical and non-technical audiences
Module 6: Continual Improvement Through SPM
- ITIL's Continual Improvement Model applied to SPM
- Using performance data to identify improvement opportunities
- Creating and prioritizing improvement plans
- Feedback loops and iterative optimization
Module 7: Real-World Application & Case Studies
- Common service performance challenges and how to solve them
- Case study: Improving service uptime and response times
- Group activity: Designing a basic SPM framework for a fictional IT service
Providers and Associations
Providing the best training services and benefits to our valued clients
Boost certificate of completion
BOOST's Professional Attendance Certificate “BPAC” is always given to the delegates after completing the training course, and depends on their attendance of the program at a rate of no less than 80%, besides their active participation and engagement during the program sessions.
ENDORSED EDUCATION PROVIDER
Flexible deadlines
Customized dates accordance to your schedule
Shareable Certificate
Earn certificate upon completion
COURSE METHODOLOGY
Our Training programs are implemented by combining the participants' academic knowledge and practical practice (30% theoretical / 70% practical activities).
At The end of the training program, Participants are involved in practical workshop to show their skills in applying what they were trained for. A detailed report is submitted to each participant and the training department in the organization on the results of the participant's performance and the return on training. Our programs focus on exercises, case studies, and individual and group presentations.
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