course | Service Performance Management in IT
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IT-2191 | Service Performance Management in IT
Course Sector : Information Technology
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 5 Days | 2025-08-04 | 2025-08-08 | Amsterdam | $4,950 | Book now |
| 5 Days | 2025-05-12 | 2025-05-16 | Abu Dhabi | $4,250 | Book now |
| 5 Days | 2025-11-17 | 2025-11-21 | Dubai | $4,250 | Book now |
Course Introduction
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 objective
- 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 Outline | DAY 01
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
Course Outline | Day 02
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
Course Outline | Day 03
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
Course Outline | Day 04
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
Course Outline | Day 05
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
BOOST’s Professional Attendance Certificate “BPAC”
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.
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