What We Do

  • Performance 360 provides executive consulting, training and coaching and serves as a catalyst for business leaders and organizations to achieve world-class performance excellence.
  • We deliver business solutions for CIOs and IT Executives that help address their most important Digital Transformation training needs and execution challenges.

Top Business Challenges Reported by CEOs and CIOs

  • The business landscape has changed dramatically over the past few years.
  • Leadership must be steadfast, vigilant, and forward thinking.
  • Listed below are some of the top issues CEOs and CIOs are concerned about.

End-to-End Product and Service Delivery

Improve the Customer and Employee Experience

Enabling Multiple Business Priorities

Modernize IT and Digital Technology

Redesigning Workflow for a Hybrid Model

Limit Corporate Risk by Increasing Cybersecurity

Strengthen IT and Business Collaboration

Upskilling Employees and Talent Development

End-to-End Product and Service Delivery

Improve the Customer and Employee Experience

Modernize IT and Digital Technology

Limit Corporate Risk by Increasing Cybersecurity

Strengthen IT and Business Collaboration

Upskilling Employees and Talent Development

Business Outcomes Required to Achieve Performance Excellence

  • Critical Success Factors (CSF) are activities that must be accomplished to achieve the business objectives and ensures successful competitive performance.
  • Some of the most important Key Performance Indicators (KPIs) are based on the ITIL and DevOps best practice frameworks and approaches.
  • Advanced certification training can help your team achieve rapid business outcomes and results.
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Quickly Resolve Incidents

  • Percentage reduction in average time to respond to a call for assistance from 1st line agents
  • Percentage increase in the incidents resolved by first line agents on first response
  • Percentage reduction of incidents incorrectly assigned & categorized
  • Reduced mean elapsed time for resolution or circumvention of incidents, broken down by priority
  • Increased percentage of incidents resolved within agreed (in SLAs) response times by priority

Improve Business and IT Productivity

  • Percentage reduction in average cost of handling incidents
  • Improve percentage of business incidents dealt with by first line agents
  • Percentage improvement in average number of incidents handled by each first line agent

Maintain IT Service Quality

  • Reduction in the service unavailability caused by incidents
  • Increased percentage of incidents resolved within target times by priority
  • Increased percentage of incidents resolved within target times by category
  • Percentage reduction in the average time for second line support to respond
  • Reduction of the incident backlog

Repeatable Process

  • Percentage reduction in unauthorized changes detected
  • Percentage of change requests (business driven need) implemented on time
  • Percentage reduction in average time to make changes

Quick and Accurate Changes

  • Percentage reduction in the number of urgent changes
  • Percentage reduction of urgent changes causing incidents

Protect Service

  • Percentage reduction of unsuccessful changes
  • Percentage reduction in changes causing incidents

Show Efficiency and Effectiveness Results

  • Percentage efficiency improvement based on number of RFCs processed
  • Percentage reduction in the average cost of handling a change
  • Reduction in the ‘cost’ of failed changes

Better Quality Software and Hardware

  • Percentage reduction in the use of software and hardware releases that have not passed the required quality checks
  • Percentage of all software meeting legal and license compliance

Repeatable Process for Rolling Out Software and Hardware Releases

  • All new releases planned and controlled by Release Management
  • Reduction in the percentage of urgent releases

Manage Business Interface

  • Implementation of releases swiftly (business driven needs) and accurately
  • Percentage reduction in build failures
  • Percentage reduction in the releases causing incidents

Cost Effective Releases

  • Increased percentage of releases built and implemented on schedule and budget
  • Percentage reduction of failed releases
  • Percentage reduction in the average cost of handling a release

Manage Quantity and Quality of IT Service Needed

  • Percentage reduction in SLA targets missed
  • Percentage reduction in SLA targets threatened
  • Percentage increased in customer perception of SLA achievements via CSS responses

Deliver Service as Previously Agreed at Affordable Costs

  • Total number and percentage increased in fully documented SLAs in place
  • Percentage increased of SLAs agreed against operational services being run
  • Percentage improvement in the Service Delivery costs
  • Percentage reduction in the cost of monitoring and reporting of SLAs
  • Percentage increased in the speed and accuracy of developing SLAs

Manage Business Interface

  • Increased percentage of services covered by SLAs
  • Documented and agreed SLM processes and procedures are in place
  • Increased percentage of SLA reviews completed on time
  • Reduction in the number and severity of SLA breaches

Control of IT Assets

  • Percentage reduction in number of Configuration Item (CI) attribute errors found in
  • Percentage improvements in the speed and accuracy of audit
  • Reduction in the incidence of unauthorized equipment detected

Support the Delivery of Quality IT Services

  • Percentage reduction in service errors attributable to wrong CI information
  • Improved speed of component repair and recovery
  • Improved customer satisfaction with products and services

Economic Service Provision

  • Reduction in the number of ‘missing or duplicated’ CIs
  • Greater percentage of maintenance costs and license fees within budget
  • Percentage reduction in S/W and H/W costs due to better control

Support, Integration and Interfacing to All Other ITSM Processes

  • Reduced percentage of change failures as a result of inaccurate configuration data
  • Improved incident resolution time due to the availability of complete and accurate configuration data

Improve Service Quality

  • Percentage reduction in repeat incidents/problems
  • Percentage reduction in the incidents and problems affecting service to customers
  • Percentage reduction in the known incidents and problems encountered
  • Improved CSS responses on business disruption caused by incidents and problems

Minimize Impact of Problems

  • Percentage reduction in average time to resolve problems
  • Percentage reduction of the time to implement fixes to Known Errors
  • Percentage reduction of the time to diagnose problems

Reduction Cost to Users of Problems

  • Percentage reduction of the impact of problems on user
  • Reduction in the business disruption caused by incidents and problems
  • Percentage reduction in the number of problems escalated (missed target)
  • Percentage reduction in the IT Problem Management budget

Manage Availability and Reliability of IT Service

  • Percentage reduction in the unavailability of services and components
  • Percentage increased in the reliability of services and components
  • Percentage improvement in overall end-to-end availability of services
  • Percentage reduction in the number and impact of service breaks
  • Reduction in the MTTR (mean time to repair)

Satisfy Business Needs for Access to IT Services

  • Percentage reduction in the unavailability of services
  • Percentage reduction of the cost of business overtime due to unavailable IT
  • Percentage improvement in business and users satisfied with service (by CSS results)

Availability of IT Infrastructure Achieved at Optimum Costs

  • Percentage reduction in the cost of unavailability
  • Percentage improvement in the Service Delivery costs
  • Timely completion of regular risk analysis and system review
  • Reduced time taken to complete (or update) a risk analysis

Strategic Partners

Performance 360 is proud to be aligned with our Strategic Partner network for providing dynamic and critical business solutions for our valued clients and customers.

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The Results Management System™ and Software is a cloud-based solution that drives results through the lens of enterprise performance data, visual analytics, and actionable insights. We are team of highly professional, collaborative, and adaptive senior consultants with wide-ranging hands-on experience across multiple disciplines.

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AXELOS boasts an enviable track record and an unmatched portfolio of globallyrecognized best practice qualifications. They are used globally by professionals working primarily in IT service management, project, program and portfolio management and cyber security. Adopted by private, public and voluntary sectors in more than 150 countries world-wide.

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PeopleCert delivers exams in more than 200 countries, in 25 languages, through its state-of-the-art assessment technology, enabling professionals to reach their full potential through certifications and learning. They use sophisticated platforms for qualification management, global and secure test delivery and postexam services.

part6

ITSM is a full-service training organization with an extensive catalog including; ITIL®, DevOps, Process Design (CPDE), Agile Service Management, Site Reliability Engineering (SRE), Value Stream Mgmt (VSM) and Experience Level Agreement (XLA) training and certification. Our business values are founded on trust, loyalty, professionalism and long-term relationships.

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DevOps Institute works to advance the human elements of DevOps. We create a safe and interactive environment where members can network, gain knowledge, grow their careers, support enterprise transformation, and celebrate professional achievements. World-wide, they have over 60K Practitioners, 160+ Ambassadors, and 150+ Education Partners.

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CCS Learning Academy offers a wide range of classes taught by industry experts who are abreast of the latest technology and business practices. We work with a network of professional instructors and partner organizations to develop and deliver training to entities of all sizes, both private and public.

ccs

PeopleCert delivers exams in more than 200 countries, in 25 languages, through its state-of-the-art assessment technology, enabling professionals to reach their full potential through certifications and learning. They use sophisticated platforms for qualification management, global and secure test delivery and postexam services.

part6

AXELOS boasts an enviable track record and an unmatched portfolio of globallyrecognized best practice qualifications. They are used globally by professionals working primarily in IT service management, project, program and portfolio management and cyber security. Adopted by private, public and voluntary sectors in more than 150 countries world-wide.

part5

ITSM is a full-service training organization with an extensive catalog including; ITIL®, DevOps, Process Design (CPDE), Agile Service Management, Site Reliability Engineering (SRE), Value Stream Mgmt (VSM) and Experience Level Agreement (XLA) training and certification. Our business values are founded on trust, loyalty, professionalism and long-term relationships.

itsmacademy_logo

State & Federal Certifications

  • Performance 360 is a certified Disabled Veteran Business Enterprise (DVBE) in the State of California as well as certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with the federal government.
  • DVBE Program: At least 3% of California contracts are awarded to DVBE companies using the “SB/DVBE Option" (aka set-aside) when contracting for goods, services, information technology, and public works projects.
  • SDVOSB Program: We are eligible to apply for government contracts through prime contractor and sub-contractor partnerships. This allows access to exclusive funding opportunities, helps boost local economic growth, and supports various strategic initiatives for our clients.
  • It is our desire to assist government agencies by bringing industry best practices and training to create efficient and effective business processes for digital transformation initiatives.

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