The continuous maintenance and smooth operation of IT systems are crucial to a company’s success. But how do you keep track of costs and services? This seminar offers practical solutions based on a key performance indicator system to optimize the efficiency of maintenance and operating processes.

From a product perspective, IT service and operation include

• troubleshooting,
• the handling of changes (change requests and maintenance measures) and
• operations (servers, networks, storage, etc.).

The proportion of costs for service and operation increases compared to the budget for innovation (change). This is normal due to the functional growth of products. In order to keep service and operating costs in check, you will learn practical solutions based on a system of key figures.

Module 3: IT products

The third module, Products, comprises the Change area and therefore generally the IT projects that were already covered in Module 2, as well as the Run area, which includes the activities relating to IT service and operations.

Topics

• Maintenance and operation – scope and process
• Service Level Management
• Cost development
• IT Performance Management

Methods

In order to guarantee you the best possible learning outcome, we combine a range of methods in our seminars. The following are used in this module:

• Key Notes
• Best Practices
• Discussions and exchange of experiences between trainers and participants
• Self-reflection
• Collegial case work

Benefits

The seminar “Key figure management in maintenance and operation” offers participants the opportunity to get to know practical solutions based on a key figure system and thus optimize the efficiency of their maintenance and operation processes.

Participants gain insights into effective methods for controlling costs and increasing performance in the area of maintenance and operation.

Practical solutions based on a key performance indicator system enable participants to improve the efficiency of maintenance and operating processes and reduce costs.

By gaining a better understanding of service level management and IT performance management, participants can improve service quality and increase the performance of their IT systems.

These topics are of particular interest to the following groups of people:

Target group

• (Partial) project/program manager
• PMO/PO/Project Assistant
• IT Controller
• Product Manager
• Group/team leader

Seminar language:

German (optional: English)

The seminar is part of the IT Value Manager Products certificate (Level C).