IT Performance & Improvement Management Course & Examination

IT Performance & Improvement Management Course & Examination

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This two-day IT Performance and Improvement Management certification course equips individuals with the necessary knowledge to assess and improve the performance of IT service management (ITSM) processes within an organisation. The certification focuses on key concepts and tools for measuring, analysing, and improving IT service delivery, including metrics, critical-to-quality attributes, dashboard creation, balanced scorecard, process level improvement, and appraisal. The program is designed to be applied and practical, with hands-on activities, real-world examples, and discussions that enable candidates to apply what they learn to their daily work.

Course inclusions:

  • Online access to ITSM Hub's accredited course materials and additional resources
  • Sample exam - interactive exam and PDF version
  • Comprehensive study guide
  • IT Performance & Improvement Management online examination voucher, valid for 12-months 
  • A complimentary exam re-sit if you miss out the first time
  • The Improving integratedITSM™ official publication, available as an eBook - accessible from within your candidate portal
  • A $25 lunch voucher for each day of the course, $50 in total. Provided by Prezzee card and redeemable through multiple outlets.

Course Overview

The role of IT in driving business success is more critical than ever. This comprehensive certification course in IT Performance and Improvement Management is the gateway to mastering the essential strategies and techniques needed to propel organisations forward.
Candidates will learn how to conduct ITSM maturity assessments, interpret holistic ITSM assessments, and identify integration weaknesses and opportunities for improvement. Through hands-on exercises and interactive learning experiences, attendees will translate theory into action, practicing their ability to apply key concepts in real-world scenarios. From learning metrics and critical-to-quality attributes to harnessing the power of dashboards and balanced scorecards, this course empowers individuals to navigate the complexities of IT performance management with confidence and proficiency. 
Upon completion of the certification, candidates will be able to evaluate ITSM processes, identify areas for improvement, and implement solutions to drive continuous improvement and meet business objectives. 

        Learning Outcomes

        By the end of this certification course, you will be able to articulate: 

        Integrated IT Service Management Overview

        • Recall the core components of The integratedITSM System that includes enablers, IT leadership, IT organisation, execution, and performance and improvement
        • List the key enablers mentioned in The integratedITSM System such as organisational change management, Lean, value stream mapping, Agile, and DevOps. 

        The Role of IT Performance and Improvement Management in integratedITSM 

        • Recognise the primary purpose of IT performance management and IT improvement management processes in the context of integratedITSM. 

        The Three Levels of Integration 

        • Explain why the integration of ITSM processes among themselves comprises the foundational level within The integratedITSM System and its significance in improving IT service delivery
        • Explain how enablers like Agile and DevOps support the ‘improve integration’ (Level 2) by enhancing ITSM processes and supporting adaptability and responsiveness within IT organisations
        • Identify the three levels of integration within The integratedITSM System and briefly describe the focus of each level
        • Describe the concept of integration of business service management at Level 3 and its impact on aligning IT with business objectives that include how governance, vision, values, mission, and strategy drive this alignment. 

        IT Performance and Improvement Management 

        • Recall the differences between IT performance management and IT improvement management
        • Summarise the challenges faced in implementing IT performance and improvement management
        • Explain strategies to overcome the challenges associated with IT performance and improvement management’s implementation. 

        Cascading Goals 

        • Develop a plan for implementing cascading goals within an IT organisation. 

        The IT Performance Management Process 

        • Recall the purpose and significance of IT performance management for IT and business stakeholders
        • Identify triggering events that initiate the IT performance management process and explain their impact on the alignment
        • Identify different types of measurement
        • Explain how policy considerations, including performance indicators and accountability, govern IT performance management
        • Summarise the role of business relationship management in IT performance management
        • Analyse a real-world scenario to identify integrations between IT performance management and other processes. 

        Managing IT Performance 

        • Explain the potential drawbacks of an overreliance on tools
        • Describe the importance of aligning IT metrics with business objectives
        • Differentiate between IT-centric and customer-centric views of IT performance
        • Describe the purpose and elements of a balanced scorecard in aligning activities with organisational goals
        • Develop measurable performance indicators and targets for IT services based on customer needs
        • Propose strategies for implementing effective feedback loops and review mechanisms in IT performance management. 

        IT Improvement Management Process

        • Identify the term, improvement
        • List the main objectives of IT improvement management
        • Identify different triggering events that prompt IT improvement initiatives
        • Describe how IT improvement management aims to align IT services with changing business needs while enhancing quality, reliability, and efficiency
        • Explain the significance of policies in the context of IT improvement management
        • Explain the roles of different process actors and their responsibilities in IT improvement management, including how they contribute to aligning and enhancing IT services. 

        Tools and Methods

        • Apply the improvement concept to a real-world scenario, identifying areas that could be enhanced within a given context
        • Reviewing the use case, analyse and select the most appropriate improvement method.

        The integratedITSM™ Designation Scheme

        This certification course is part of Professional Designations’ new designation scheme for integratedITSM™ and is required to achieve the following designations: 

        • integratedITSM™ Champion 
        • IT Performance & Improvement Management Architect™

          Who should attend

          This certification is suitable for anyone working in IT or in roles that interact with IT. Additionally, candidates whose organisations are seeking ISO/IEC 20000 certification will find this certification a compatible and valuable introduction to the standard.


          There are no prerequisites for this certification. It is recommended (but not required) that candidates first complete the integratedITSM™ Essentials and/or the The integratedITSM™ System certifications.

          Exam & Certification

          The exam is offered through Professional Designations (PDC) and to obtain certification, attendees must write and pass the exam as follows. The exam is included in the course fee and will be provided on the first day of the course.

          • Duration: 60 minutes
          • Questions: 40 multiple-choice questions, closed book
          • Pass mark: 65% (26 questions correct out of 40 questions)
          • Supervised: Yes
          • Format: Online

          Course Material & Inclusions

          Material for this course will only be provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs and can use the files under ITSM Hub’s Terms of Use.

          • Course workbooks/slideshow for students to download, or view on laptop or tablet devices
          • IT Performance and Improvement Management practice exam
          • Course reference and exam guidance materials

          Our virtual instructor-led classes include a $25 lunch voucher for each day, this means you can get your lunch organised whether you do it from home or the office. The voucher is provided via email on the first morning of the course ($50 for 2-day course).

          IT Performance and Improvement Management  online exam voucher, provided by Professional Designations (PDC) - global examination provider

          Plus a complimentary IT Performance and Improvement Management exam re-sit if you miss out on passing your certification the first time.

          The Improving integratedITSM™ official publication, available as an eBook is included with your exam voucher, which you will be able to download through the Professional Designations portal. 

          After completion of this course, you may apply for self-directed learning PDUs through PMI. A letter of attendance is available upon request. 

          An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach to learning in a three day intensive period. I found the worked examples very practical and very relatable to the Defence industry sector I work in.

          Mary W.

          Satisfied Customer