Service Management Essentials E-learning

Learning objectives

By the end of this course you will:

• Understand the basics of service management from a generic perspective
• Using the agency principle, be able to describe why people and organisations ask others to do things for them.
• Be able to describe what a service is and why it is important to design and provide services that meet the needs of the customers.
• Be able to describe what a process is and ways of designing processes that suit the needs of an organisation as well as describing some common service management processes

• 12 months access to the ILX Service Management Essentials course
• Full tutor support

What's covered?

This course includes modules across the following areas:

• Session one: Course introduction
• Session two: Introduction to service management
  • What is service management?
  • Customer expectations
  • The agency principle
  • Services
  • Assets
  • Agreements
  • Projects & strategy
  • Processes
• Session three: Service management essentials
  • Customer expectations
  • Agreements
  • Service providers and customers
  • Utility and warranty
  • Service targets
  • Reaching an agreement
• Session four: Designing services
  • Designing services
  • Strategy
  • System development lifecycles
  • Development activities
  • Design and processes
  • Design approaches
• Session five: Service management essentials
  • Designing processes
  • The ACT model
  • Service level management
  • Designing service level management
  • Incident management
  • Problem management
  • Change management
  • Release and deployment management

There is no formal exam associated with this course.