Section 1 : Introduction
Lecture 1 Introduction to the Program 00:04:14 Duration

Section 2 : Hiring New Staff
Lecture 1 Introduction, Smart Hiring and Hiring Seems Easy 00:01:07 Duration
Lecture 2 To Do List, Expectations, Technical Skills and Attributes 00:02:31 Duration
Lecture 3 Have Others Check your List, Legally Complaint, Chart Review and Essentials 00:03:00 Duration
Lecture 4 Create Job Description and Get the Word Out 00:01:26 Duration
Lecture 5 Narrow your Application Pool, Prepare for the Interview and Resources 00:01:36 Duration
Lecture 6 Know Who you are Talking To, Asking the Right Questions, About Discrimination 00:00:49 Duration
Lecture 7 Open-ended, Relevant to the Position and the Individual & The Interview
Lecture 8 Evaluation, In Review, Background Check, Extend the Offer & Steps in Hiring 00:03:29 Duration

Section 3 : Topgrading
Lecture 1 Introduction and Definition of Topgrading
Lecture 2 Definition of A-players, Best of the Rest and Appropriate Compensation 00:01:22 Duration
Lecture 3 The Big Question, Implementation, Best Practices, Talent Review and Scorecards 00:04:12 Duration
Lecture 4 Interview Process and Types of Interview 00:04:33 Duration

Section 4 : Team Building
Lecture 1 Working in a Team, Types of Team and Teamwork Success
Lecture 2 Employee Involvement, Team Conflict and Team Leaders Role in Managing Conflict 00:05:05 Duration
Lecture 3 Leadership, Learning to be a Leader, LEAD Model & What Sort of a Leader are You 00:08:39 Duration
Lecture 4 Lead by Example and Management Process 00:04:26 Duration
Lecture 5 How to Motivate, Coaching Staff and Coaching Skills 00:04:28 Duration
Lecture 6 Working Together, Why is Training Needed and Contributing to the Team 00:01:48 Duration
Lecture 7 Learning Organizations, Development Cycle and Performance Appraisals 00:03:02 Duration
Lecture 8 Cross Training and Poor Management 00:03:08 Duration

Section 5 : Managing Your Team
Lecture 1 Introduction, All About Money, and Reward and Recognition 00:00:57 Duration
Lecture 2 The Cost, Factors, Challenging Goals and Clear Instruction 00:01:29 Duration
Lecture 3 Meaningful Tasks, Feedback, Rewards and Incentives 00:02:14 Duration
Lecture 4 No Single Rewards, Who Benefits and The Bottom Line 00:01:21 Duration
Lecture 5 Performance Reviews and Avoidance 00:00:48 Duration
Lecture 6 Tips for a Better Performance Review and Signs of Success 00:04:27 Duration
Lecture 7 Retention of Quality, What can We Do, Research and Best Workplaces 00:02:46 Duration
Lecture 8 Motivational Strategies, Rates, Most Important Attributes & Collecting Feedback 00:02:20 Duration
Lecture 9 Ask, Cluster Surveys, Started Feedback, Stay and Exit Interview Survey

Section 6 : IT Service Management Principles
Lecture 1 Introduction, Definition and Good Practice for ITSM
Lecture 2 Business, IT Alignment, Definition of Services and Process & the Generic Process 00:08:30 Duration
Lecture 3 Function and Process Owner vs Service Owner 00:04:51 Duration
Lecture 4 Service Lifecycle 00:06:45 Duration
Lecture 5 IT Financial Management 00:03:10 Duration
Lecture 6 Demand Management 00:05:50 Duration
Lecture 7 Request Fulfillment 00:01:21 Duration
Lecture 8 Access Management 00:04:23 Duration

Section 7 : Selecting a Help Desk Tool
Lecture 1 Importance of Supporting Technology, Common Features and Additional Features 00:03:49 Duration
Lecture 2 Selection Process and Knowledge Management Integration 00:02:15 Duration
Lecture 3 Workflow Management and Major Tool Vendors 00:01:54 Duration