Section 1 : Introduction

 		Lecture 1 Introduction to the Program 4:14

Section 2 : Hiring New Staff

 		Lecture 2 Introduction, Smart Hiring and Hiring Seems Easy 1:7
Lecture 3 To Do List, Expectations, Technical Skills and Attributes 2:31
Lecture 4 Have Others Check your List, Legally Complaint, Chart Review and Essentials 3:0
Lecture 5 Create Job Description and Get the Word Out 1:26
Lecture 6 Narrow your Application Pool, Prepare for the Interview and Resources 1:36
Lecture 7 Know Who you are Talking To, Asking the Right Questions, About Discrimination 0:49
Lecture 8 Open-ended, Relevant to the Position and the Individual & The Interview
Lecture 9 Evaluation, In Review, Background Check, Extend the Offer & Steps in Hiring 3:29

Section 3 : Topgrading

 		Lecture 10 Introduction and Definition of Topgrading
Lecture 11 Definition of A-players, Best of the Rest and Appropriate Compensation 1:22
Lecture 12 The Big Question, Implementation, Best Practices, Talent Review and Scorecards 4:12
Lecture 13 Interview Process and Types of Interview 4:33

Section 4 : Team Building

 		Lecture 14 Working in a Team, Types of Team and Teamwork Success
Lecture 15 Employee Involvement, Team Conflict and Team Leaders Role in Managing Conflict 5:5
Lecture 16 Leadership, Learning to be a Leader, LEAD Model & What Sort of a Leader are You 8:39
Lecture 17 Lead by Example and Management Process 4:26
Lecture 18 How to Motivate, Coaching Staff and Coaching Skills 4:28
Lecture 19 Working Together, Why is Training Needed and Contributing to the Team 1:48
Lecture 20 Learning Organizations, Development Cycle and Performance Appraisals 3:2
Lecture 21 Cross Training and Poor Management 3:8

Section 5 : Managing Your Team

 		Lecture 22 Introduction, All About Money, and Reward and Recognition 0:57
Lecture 23 The Cost, Factors, Challenging Goals and Clear Instruction 1:29
Lecture 24 Meaningful Tasks, Feedback, Rewards and Incentives 2:14
Lecture 25 No Single Rewards, Who Benefits and The Bottom Line 1:21
Lecture 26 Performance Reviews and Avoidance 0:48
Lecture 27 Tips for a Better Performance Review and Signs of Success 4:27
Lecture 28 Retention of Quality, What can We Do, Research and Best Workplaces 2:46
Lecture 29 Motivational Strategies, Rates, Most Important Attributes & Collecting Feedback 2:20
Lecture 30 Ask, Cluster Surveys, Started Feedback, Stay and Exit Interview Survey

Section 6 : IT Service Management Principles

 		Lecture 31 Introduction, Definition and Good Practice for ITSM
Lecture 32 Business, IT Alignment, Definition of Services and Process & the Generic Process 8:30
Lecture 33 Function and Process Owner vs Service Owner 4:51
Lecture 34 Service Lifecycle 6:45
Lecture 35 IT Financial Management 3:10
Lecture 36 Demand Management 5:50
Lecture 37 Request Fulfillment 1:21
Lecture 38 Access Management 4:23

Section 7 : Selecting a Help Desk Tool

 		Lecture 39 Importance of Supporting Technology, Common Features and Additional Features 3:49
Lecture 40 Selection Process and Knowledge Management Integration 2:15
Lecture 41 Workflow Management and Major Tool Vendors 1:54