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This training course is designed for IT Project Management Sr. Specialists who are responsible for managing IT Operations within an organization. The course focuses on the principles and practices of IT Operations and Incident Management and how they can be integrated into a comprehensive project management framework. The course provides participants with a comprehensive understanding of the key elements of IT Operations and Incident Management, including incident response and resolution processes, change management, and performance management.

Outputs

Upon completion of this course, participants will be able to:
- Describe the principles and practices of IT Operations and Incident Management
- Analyze the components of an effective incident response and resolution process
- Develop and implement a change management plan
- Implement performance management strategies for IT Operations
- Identify the key elements of an IT Operations and Incident Management framework
- Understand the role of IT Operations in supporting the overall project management process

Objectives

The objectives of this course are to:
- Provide an overview of IT Operations and Incident Management
- Discuss the importance of effective incident response and resolution processes
- Present the key elements of change management
- Introduce performance management strategies for IT Operations
- Discuss the role of IT Operations in project management
- Provide hands-on experience in developing and implementing an IT Operations and Incident Management framework

Who Should Attend

This course is ideal for IT Project Management Sr. Specialists, IT Managers, IT Operations Managers, IT Project Managers, IT Service Managers, IT Support Managers, and other IT professionals who are responsible for managing IT Operations within an organization.

Outline for 5 Days

Day 1: Introduction to IT Operations and Incident Management

- Overview of IT Operations and Incident Management
- Importance of IT Operations and Incident Management in project management
- Key elements of an IT Operations and Incident Management framework
- Discussion of incident response and resolution processes

Day 2: Incident Response and Resolution

- Overview of incident response and resolution processes
- Steps involved in incident response and resolution
- Key considerations for incident response and resolution
- Case study: Incident response and resolution in real-world scenarios

Day 3: Change Management

- Overview of change management
- Importance of change management in IT Operations
- Key elements of a change management plan
- Hands-on experience in developing a change management plan

Day 4: Performance Management

- Overview of performance management for IT Operations
- Key performance indicators for IT Operations
- Performance management strategies for IT Operations
- Hands-on experience in developing performance management strategies

Day 5: Integration of IT Operations and Incident Management into Project Management

- Overview of the role of IT Operations in project management
- Integration of IT Operations and Incident Management into project management frameworks
- Hands-on experience in integrating IT Operations and Incident Management into a project management framework
- Conclusion and wrap-up.

Throughout the course, participants will have the opportunity to work on practical exercises and case studies to apply the concepts and skills they have learned. The course will also include interactive discussions and opportunities for participants to share their experiences and insights.