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Evaluating IT Services Performance

Prezentare curs evaluarea performantei serviciilor IT Prezentare curs evaluarea performantei serviciilor IT Prezentare curs evaluarea performantei serviciilor IT Prezentare curs evaluarea performantei serviciilor IT Prezentare curs Comunicarea de Marketing

INTRODUCTIONIntroducere curs

It is important for any organization to gain value from every investment made. To this end, organizations focus on performance management, eliminating all the processes and activities that do not generate value. The organizational need of gaining value from investments and becoming proactive requires careful attention given to performance management in IT.
Performance management in IT is an aspect often related to achieving strategic and organizational objectives, as well as gaining control within the organization. IT services investments usually lead to unexpected, uncertain and undesirable results. Therefore, it is of utmost importance to establish and use KPIs in order to accurately evaluate the contribution of IT services to the organization’s overall value.


This course offers participants the opportunity to:

  • Know the specific IT performance management processes;
  • Understand IT services performance evaluation methods;
  • Compile a list of KPIs used in evaluating IT services;
  • Practice the implementation of an IT services evaluation system;
  • Understand the differences between SLA, OLA, UC and their impact.

Learning objectives:
By the end of this course, participants will be able to:

  • Know the IT services performance evaluation methods;
  • Identify KPIs that can be used in the various stages of an IT service implementation process;
  • Distinguish between SLA (Service-Level Agreement), OLA (Operational-Level Agreement) and UCs (Underpinning Contract);
  • Interpret KPI analysis results.

AGENDAGo to top button


Day 1:
Fundamental concepts of Performance Management in IT

  • Session 1 – The structure of a performance management system in IT
  • Session 2 – What is an IT service and which are its components?
  • Session 3 – How do we establish SLAs (Service-Level Agreement), OLAs (Operational-Level Agreement) and UCs (Underpinning Contract)? What risks and benefits do they entail? What impact do they have on the IT performance management system?
  • Session 4 – KPIs lifecycle in every stage of service delivery: project, maintenance, elimination/change.

Day 2:
Defining, processing and interpreting KPIs

  • Session 5 – Identifying KPIs in all the stages of the IT service implementation process;
  • Session 6 – Selecting and defining KPIs for IT services;
  • Session 7 – Processing and analyzing the data gathered (the relationship between the different stages of an IT service delivery, data integration);
  • Session 8 – Interpreting the analysis results and identifying initiatives for improving service delivery quality.



✔ Course material
Participants will receive a hard and an electronic copy of the course, as well as an Excel document that comprises the exercises solved during the training sessions.


✔ Field-related resources
Participants will receive a set of KPIs relevant for ITIL processes.


✔ Premium Subscription – 3 months
Participants will have access to over 7,000 KPIs examples, to 38 documentation fields and will be able to export 500 documented KPIs from our platform Moreover, they will be given access to the “Top 20 KPIs in 2010” report, and to a “Top 25 KPIs in 2010” report of their choice.


✔ Other resources
Participants will receive the KPI Infographic developed by the KPI Institute, which is a brief presentation of good practices in using KPIs.


Who should attend?
People interested in performance evaluation
This training course is designed for people interested in measuring and evaluating IT services performance, who want to understand the structure of an IT performance management system, as well as the characteristics of SLAs, OLAs and UCs. One of the key benefits of this course is the opportunity to learn from experts in the field how to use KPIs relevant for IT services and how to interpret data in order to improve performance. This training program provides participants with examples, case studies and practical exercises, which together constitute a unique learning experience.

IT experts
It is essential for IT professionals, such as IT Managers, Business Managers or IT Consultants to understand and know how to identify an IT performance management system. The need for increased thoroughness in working with KPIs is one of the main aspects addressed by the “Evaluating IT Services Performance” training course. Experts need examples of good practices in the field, and the course is a great opportunity to learn from the trainer and fellow professionals from other organizations.

FACILITATORGo to top button


Nicoleta Pulbere is a professional with experience in operations management, leadership, project management and strategy.
She has an over ten-year experience in IT, in companies such as Vodafone, Siemens and OMV Petrom. In the last few years, she focused on the establishment, measurement and monitoring of Key Performance Indicators and the permanent improvement of the IT services performance.
Nicoleta has practical experience in the implementation of performance management projects and tools such as Dashboards, Balanced Scorecard, Performance Evaluation Matrix, New Employee Onboarding Plus Program, Resource Planning and IT Costs Benchmarking.
She has participated in the design, implementation, and currently, the coordination of all the ITIL processes established in OMV Petrom: Incident Management – M3 Maturity Level Certificate, Request Fulfillment – M3 Maturity Level Certificate, Change Management – M3 Maturity Level Certificate, Service Asset and Configuration – M3 Maturity Level Certificate, Service Catalogue Management – M3 Maturity Level Certificate, Event management, Problem Management, Knowledge Management and Continual Service Improvement.
She holds the following professional certificates that prove her experience and professionalism: the KPI Professional Certificate, ITIL Certifications: Foundation, Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement, Expert: Managing Across Lifecycle.


The “Evaluating IT Services Performance” training course provides an interactive practice-based learning environment in which participants:

  • Apply in exercises the knowledge acquired during each training session;
  • Analyze case studies and interpret results;
  • Share their own experience, as well as good practices in the field;
  • Are part of a knowledge evaluation process both before and after the training course.


At the end of the course, participants will take a knowledge test that comprises 20 questions. The maximum score that can be obtained is 20 points and in order to receive the diploma that acknowledges their competences in the field, participants must obtain at least 10 points.


Contact us for details and registration!

Anca Andrieş
Marketing and PR Coordinator
Phone: +40 369 801 650
Mobile: +40 746 673 701


Under development


• Resources
-Under development


1. What is the value added of this course?

The main advantages of participating in this course are the possibility of understanding and correctly evaluating IT performance. Participants can share their experience, as well as good practices in the field during group discussions and exercises.

2. How do I get access to course materials and other resources?

Each participant will receive an e-mail with the course materials and other useful resources within 3 days from the termination of the course. The 3-month Premium subscription to the platform will become active starting with the second day after the end of the course.

3. Should I study prior to the course?

The participation in this course is not conditioned by a prior preparation or research in the field. The first training session is designed as an introduction to the world of KPIs, and it is meant to provide a common knowledge base for all participants.

4. Are there other useful resources that I could use in my continuous professional training?

Each participant will have access to a series of useful KPI resources. The materials and links provided after each training session, as well as the additional links to recommended literature in the field represent continuous learning opportunities. Moreover, in order to get the latest performance management news, participants interested in their continuous training in this field can access the blog: .

5. Can another person replace the person that signed up for the course?/p>

You can appoint someone else to attend the course, without paying another registration fee, should you not be able to participate in the course, subsequent to your registration.


“For those who have already set the company’s general objectives, this is an advanced training course, based on open discussions, where participants share their experience. The most important part of this training is the experience shared by peer participants, which enables you to understand even in practice the concepts presented during the course.”

Alexandra Dobra, Economist, Retrasib