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Course type: E-learning
Delivery: Online
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Service Management Essentials Online

Want to understand more about Service Management? This course will provide a comprehensive overview of everything relating to service mangement. 

Course overview

About the course

Service management is the management of services. This course is designed to provide you with a broad understanding of what service management is and what is required in order to manage these services effectively.

Duration

The course will take approximately five to six hours to complete.

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

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
    • Ch