IT Service Management Transformation Masterclass
You’re not just another IT manager. You’re the one who stays late, the one asked to fix what no one else can, the one expected to modernise broken systems with tight budgets and tighter timelines. The pressure is real. The risks are mounting. One outage, one failed audit, one missed SLA-and your credibility, or worse, your role, is on the line. Meanwhile, transformation promises efficiency, automation, and strategic alignment, but most ITSM initiatives stall in slow rollouts, confused ownership, or resistance from teams who’ve seen too many changes fail. You’re left caught between board expectations and ground-level chaos, with no clear path forward. Until now. The IT Service Management Transformation Masterclass isn’t theory. It’s not academic fluff or jargon-heavy frameworks with no real-world roadmap. This is a battle-tested, outcome-driven blueprint used by senior IT leaders to go from visibility gaps and reactive firefighting to proactive, streamlined service delivery in under 90 days. One course graduate, Maria K., Senior Service Delivery Manager at a global logistics firm, used the methodology to reduce incident resolution time by 62% and gain C-suite approval for a $2.1M automation initiative-within six weeks of completing the course. Her exact words: “For the first time, I had a complete, board-ready transformation plan that actually made sense to non-technical stakeholders.” This course turns ITSM from a cost center burden into a strategic asset. You’ll gain clarity, confidence, and a precise system to design, communicate, and execute transformation that sticks-with measurable ROI, stakeholder buy-in, and operational resilience built in from day one. You’ll walk away with a fully structured, customisable transformation roadmap, a service portfolio audit toolkit, and a certification that signals authority and expertise across global enterprises. Here’s how this course is structured to help you get there.Course Format & Delivery Details The IT Service Management Transformation Masterclass is designed for busy professionals who need practical, no-nonsense learning that fits their pace, schedule, and real-world complexity. No live sessions. No rigid deadlines. No wasted time. Fully Self-Paced, Immediate Online Access
This is an on-demand course with lifetime access. Enrol once, start anytime, and progress at your own speed. There are no fixed dates, no weekly check-ins, and no pressure to keep up. Whether you complete it in intensive 2-week sprints or over several months, your access never expires and updates are included at no extra cost. Typical Completion & Time to Results
Most learners finish the full curriculum in 40–50 hours. However, you can start applying high-impact tools and frameworks in under 72 hours. The first module alone equips you with a diagnostic capability to assess your current ITSM maturity and identify critical leverage points that yield 80% of transformation value. 24/7 Global Access, Mobile-Friendly
Access all course materials from any device-desktop, tablet, or smartphone-anywhere, any time. The platform is fully responsive, supports offline reading, and includes bookmarking and progress tracking so you never lose your place, even if you’re travelling or working remotely. Expert-Led Guidance with Direct Support
You are not alone. You gain access to the course instructor-an ITIL-certified transformation architect with over 20 years of enterprise deployment experience-for direct Q&A support. Submit your process challenges, roadmap drafts, or governance dilemmas, and receive detailed feedback to keep you moving confidently forward. Certificate of Completion from The Art of Service
Upon successful completion, you will earn a Certificate of Completion issued by The Art of Service. This credential is recognised across 60+ countries and trusted by organisations including global banks, healthcare providers, and government agencies. It demonstrates verified mastery of modern ITSM transformation principles to employers, clients, and internal stakeholders. Straightforward Pricing, No Hidden Fees
The price includes everything. There are no upsells, no premium tiers, and no additional charges for updates, support, or certification. What you see is what you get-full access, forever. Accepted Payment Methods
We accept Visa, Mastercard, and PayPal. All transactions are processed securely through encrypted gateways, with immediate payment confirmation. 100% Money-Back Guarantee: Satisfied or Refunded
Try the course risk-free. If you’re not convinced within 14 days of access, simply request a full refund. No questions, no hoops. This is our commitment to your confidence and satisfaction-the transformation begins with zero financial risk. Enrolment & Access Process
After enrolment, you will receive a confirmation email. Your course access credentials and detailed instructions will be delivered separately once your enrolment is fully processed. Please allow time for system activation and verification. Will This Work for Me?
Yes. Even if you’ve tried other frameworks and failed. Even if your organisation resists change. Even if you’re not in a formal leadership role. This course works because it’s built for reality-not ideal scenarios. It gives you the language, tools, and structured methodology to create momentum, overcome inertia, and show measurable progress, even in the most resistant environments. One participant, a mid-level service analyst in a legacy-heavy public sector agency, used the stakeholder alignment templates to secure budget approval for a service catalogue overhaul-despite zero prior authority or executive access. His manager later said, “This is the first initiative in five years that didn’t stall in committee.” You gain not just knowledge, but influence. This is transformation you can deliver-regardless of your title or department size.
Module 1: Foundations of ITSM Transformation - Understanding the true cost of reactive IT service management
- Diagnosing common failure patterns in ITSM initiatives
- Defining transformation vs. incremental improvement
- The four drivers of modern ITSM disruption
- Mapping business objectives to service outcomes
- Identifying organisational readiness indicators
- Establishing transformation success criteria
- Assessing current-state process maturity levels
- Common pitfalls in governance, funding, and sponsorship
- Building your personal transformation mindset
Module 2: Strategic ITSM Frameworks & Standards - ITIL 4 principles in transformation context
- Integrating COBIT for governance and control
- Applying ISO/IEC 20000 for service management compliance
- Using SIAM for multi-vendor environment alignment
- Mapping DevOps practices to traditional ITSM processes
- Leveraging Agile and Lean for service improvement
- Understanding the role of SRE in incident management
- Comparing frameworks: strengths, weaknesses, and fit
- Customising hybrid models for enterprise scalability
- Aligning frameworks with digital transformation goals
Module 3: The ITSM Transformation Lifecycle - Phase 1: Assessment and discovery
- Phase 2: Vision and business case development
- Phase 3: Roadmap design and prioritisation
- Phase 4: Change enablement and adoption planning
- Phase 5: Execution, monitoring, and control
- Phase 6: Sustainment, feedback, and evolution
- Time-boxed delivery and milestone tracking
- Managing dependencies across functions
- Using phased rollouts to reduce risk
- Defining exit criteria for each transformation stage
Module 4: Current-State Diagnostic Tools - Conducting a full-service portfolio audit
- Analysing incident, problem, and change ticket patterns
- Service desk performance benchmarking
- Measuring MTTR, MTBF, and first-call resolution
- Identifying service ownership gaps
- Mapping end-to-end service value streams
- Customer satisfaction and internal feedback analysis
- Using heatmaps to visualise process bottlenecks
- Financial analysis of service delivery costs
- Generating a maturity scorecard with gap analysis
Module 5: Vision & Business Case Development - Defining a compelling transformation vision statement
- Identifying key stakeholders and their expectations
- Quantifying financial benefits of transformation
- Calculating ROI, TCO, and payback periods
- Linking transformation goals to KPIs and metrics
- Building a board-ready business case document
- Creating a value canvas for non-technical executives
- Using storytelling techniques in executive presentations
- Anticipating and addressing objections
- Securing budget, sponsorship, and resources
Module 6: Governance, Roles & Accountability - Designing a transformation steering committee
- Defining RACI matrices for ITSM processes
- Establishing service ownership and accountability
- Integrating transformation goals into performance reviews
- Creating escalation paths for decision-making
- Aligning with enterprise risk and compliance functions
- Developing governance reporting dashboards
- Using OKRs and balanced scorecards for tracking
- Managing board and C-suite communication cycles
- Documenting policies, standards, and controls
Module 7: Technology & Tooling Strategy - Evaluating ITSM platforms: ServiceNow, Jira, BMC, Freshservice
- Choosing between cloud, hybrid, and on-premise models
- Integrating CMDB with discovery and monitoring tools
- Automation use cases for incident, request, and change
- AI and machine learning for predictive incident response
- Assessing integration complexity and API maturity
- Data migration planning and validation
- Benchmarking vendor implementation success rates
- Negotiating licence models and contract terms
- Building a scalable, future-proof technical foundation
Module 8: Process Design & Optimisation - Redesigning incident management for speed and accuracy
- Streamlining request fulfilment with self-service
- Problem management: proactive root cause resolution
- Change management: balancing agility and control
- Release and deployment optimisation techniques
- Service level management with measurable SLAs
- Configuration management: improving CMDB accuracy
- Knowledge management: creating a living repository
- Event management: turning alerts into actions
- Capacity and performance planning integration
Module 9: Organisational Change & Adoption - Applying Kotter’s 8-Step Model for ITSM change
- Using ADKAR to measure individual readiness
- Identifying change champions across departments
- Creating targeted communication plans
- Running effective stakeholder workshops
- Managing resistance with empathy and data
- Designing microlearning modules for busy teams
- Using role-based training paths
- Running pilot groups and proving concept value
- Planning for long-term behavioural change
Module 10: Metrics, KPIs & Performance Tracking - Selecting leading vs. lagging indicators
- Designing dashboards for CIO, managers, and teams
- Tracking transformation progress with milestones
- Creating baseline and target metrics for each process
- MTTR reduction strategies and monitoring
- Service availability and uptime reporting
- Satisfaction metrics: CSAT, NPS, and stakeholder feedback
- Change success rate and rollback analysis
- First-time fix rate and rework reduction
- Cost per ticket and efficiency benchmarking
Module 11: Risk, Compliance & Security Integration - Embedding security practices into change management
- Aligning with GDPR, HIPAA, SOX, and other mandates
- Conducting ITSM-related risk assessments
- Automating compliance evidence collection
- Integrating audit trails into process design
- Managing third-party risk in service delivery
- Disaster recovery and business continuity planning
- Using change advisory boards (CAB) effectively
- Handling emergency changes without compromising control
- Monitoring policy adherence across teams
Module 12: Automation & Intelligent Operations - Identifying automation candidates in service workflows
- Implementing chatbots for user support
- Automating approval chains and escalations
- Using RPA for repetitive data entry tasks
- Natural language processing for ticket categorisation
- Predictive incident detection using historical data
- Auto-remediation of common failures
- Smart routing and assignment based on expertise
- Event correlation and noise reduction techniques
- Measuring automation ROI and success rates
Module 13: Customer-Centric Service Design - Mapping the end-user journey across touchpoints
- Gathering Voice of the Customer insights
- Designing services around user needs, not systems
- Creating intuitive self-service portals
- Reducing friction in service request processes
- Personalising support experiences
- Building feedback loops into every interaction
- Using design thinking for service innovation
- Measuring and improving user experience
- Aligning service design with employee experience (EX)
Module 14: Financial Management & Cost Optimisation - Applying IT Financial Management (ITFM) principles
- Cost allocation models for shared services
- Chargeback vs. showback decision frameworks
- Service-based budgeting and forecasting
- Analysing licensing and subscription waste
- Negotiating vendor contracts based on usage
- Calculating cost per service and per user
- Identifying cost-saving opportunities in workflows
- Tracking transformation ROI against initial investment
- Reporting financial efficiency to finance teams
Module 15: Vendor & Supplier Management - Selecting and onboarding ITSM vendors
- Drafting service level agreements (SLAs) and OLAs
- Managing multi-supplier environments
- Conducting vendor performance reviews
- Negotiating outcome-based contracts
- Handling escalations and service failures
- Ensuring knowledge transfer and documentation
- Managing transition and offboarding risks
- Creating transparency in vendor reporting
- Using benchmarking to improve supplier value
Module 16: Integration with Enterprise Architecture - Aligning ITSM with TOGAF and enterprise roadmaps
- Mapping services to business capabilities
- Integrating with data and application architecture
- Using architecture principles to guide tool selection
- Ensuring scalability and interoperability
- Managing technical debt in service design
- Creating service blueprints for new systems
- Documenting service integration patterns
- Supporting cloud migration with ITSM readiness
- Collaborating with enterprise architects effectively
Module 17: Leadership & Influence Without Authority - Building credibility as a transformation leader
- Influencing executives using business language
- Gaining buy-in from peer departments
- Communicating progress without overpromising
- Navigating organisational politics wisely
- Leveraging data to support your position
- Presenting confidently in high-stakes meetings
- Managing upward feedback and expectations
- Developing executive presence and clarity
- Becoming the go-to expert in service transformation
Module 18: Real-World Implementation Projects - Project 1: Conduct a full ITSM maturity assessment
- Project 2: Develop your transformation business case
- Project 3: Design a service catalogue for a live system
- Project 4: Create a 90-day rollout plan with milestones
- Project 5: Build a KPI dashboard for leadership
- Project 6: Redesign incident management workflow
- Project 7: Draft a stakeholder communication plan
- Project 8: Conduct a risk and compliance impact analysis
- Project 9: Map automation opportunities in current processes
- Project 10: Present your final transformation roadmap
Module 19: Certification & Career Advancement - Preparing for the Certification of Completion assessment
- Submitting your final transformation portfolio
- Reviewing assessment criteria and success standards
- Receiving feedback and certification issuance
- Adding the credential to your LinkedIn profile
- Using certification in job applications and promotions
- Leveraging The Art of Service alumni network
- Accessing career coaching and resume reviews
- Negotiating higher compensation with verified expertise
- Stepping into leadership and consultant roles
Module 20: Continuous Improvement & Beyond - Creating a culture of iterative refinement
- Using retrospectives to learn from each phase
- Embedding feedback into service operations
- Planning for ongoing maturity upgrades
- Staying updated with emerging ITSM trends
- Joining communities of practice and expert forums
- Accessing future course updates and enhancements
- Expanding transformation to adjacent domains
- Documenting lessons learned and organisational memory
- Becoming a mentor and internal coach for future leaders
- Understanding the true cost of reactive IT service management
- Diagnosing common failure patterns in ITSM initiatives
- Defining transformation vs. incremental improvement
- The four drivers of modern ITSM disruption
- Mapping business objectives to service outcomes
- Identifying organisational readiness indicators
- Establishing transformation success criteria
- Assessing current-state process maturity levels
- Common pitfalls in governance, funding, and sponsorship
- Building your personal transformation mindset
Module 2: Strategic ITSM Frameworks & Standards - ITIL 4 principles in transformation context
- Integrating COBIT for governance and control
- Applying ISO/IEC 20000 for service management compliance
- Using SIAM for multi-vendor environment alignment
- Mapping DevOps practices to traditional ITSM processes
- Leveraging Agile and Lean for service improvement
- Understanding the role of SRE in incident management
- Comparing frameworks: strengths, weaknesses, and fit
- Customising hybrid models for enterprise scalability
- Aligning frameworks with digital transformation goals
Module 3: The ITSM Transformation Lifecycle - Phase 1: Assessment and discovery
- Phase 2: Vision and business case development
- Phase 3: Roadmap design and prioritisation
- Phase 4: Change enablement and adoption planning
- Phase 5: Execution, monitoring, and control
- Phase 6: Sustainment, feedback, and evolution
- Time-boxed delivery and milestone tracking
- Managing dependencies across functions
- Using phased rollouts to reduce risk
- Defining exit criteria for each transformation stage
Module 4: Current-State Diagnostic Tools - Conducting a full-service portfolio audit
- Analysing incident, problem, and change ticket patterns
- Service desk performance benchmarking
- Measuring MTTR, MTBF, and first-call resolution
- Identifying service ownership gaps
- Mapping end-to-end service value streams
- Customer satisfaction and internal feedback analysis
- Using heatmaps to visualise process bottlenecks
- Financial analysis of service delivery costs
- Generating a maturity scorecard with gap analysis
Module 5: Vision & Business Case Development - Defining a compelling transformation vision statement
- Identifying key stakeholders and their expectations
- Quantifying financial benefits of transformation
- Calculating ROI, TCO, and payback periods
- Linking transformation goals to KPIs and metrics
- Building a board-ready business case document
- Creating a value canvas for non-technical executives
- Using storytelling techniques in executive presentations
- Anticipating and addressing objections
- Securing budget, sponsorship, and resources
Module 6: Governance, Roles & Accountability - Designing a transformation steering committee
- Defining RACI matrices for ITSM processes
- Establishing service ownership and accountability
- Integrating transformation goals into performance reviews
- Creating escalation paths for decision-making
- Aligning with enterprise risk and compliance functions
- Developing governance reporting dashboards
- Using OKRs and balanced scorecards for tracking
- Managing board and C-suite communication cycles
- Documenting policies, standards, and controls
Module 7: Technology & Tooling Strategy - Evaluating ITSM platforms: ServiceNow, Jira, BMC, Freshservice
- Choosing between cloud, hybrid, and on-premise models
- Integrating CMDB with discovery and monitoring tools
- Automation use cases for incident, request, and change
- AI and machine learning for predictive incident response
- Assessing integration complexity and API maturity
- Data migration planning and validation
- Benchmarking vendor implementation success rates
- Negotiating licence models and contract terms
- Building a scalable, future-proof technical foundation
Module 8: Process Design & Optimisation - Redesigning incident management for speed and accuracy
- Streamlining request fulfilment with self-service
- Problem management: proactive root cause resolution
- Change management: balancing agility and control
- Release and deployment optimisation techniques
- Service level management with measurable SLAs
- Configuration management: improving CMDB accuracy
- Knowledge management: creating a living repository
- Event management: turning alerts into actions
- Capacity and performance planning integration
Module 9: Organisational Change & Adoption - Applying Kotter’s 8-Step Model for ITSM change
- Using ADKAR to measure individual readiness
- Identifying change champions across departments
- Creating targeted communication plans
- Running effective stakeholder workshops
- Managing resistance with empathy and data
- Designing microlearning modules for busy teams
- Using role-based training paths
- Running pilot groups and proving concept value
- Planning for long-term behavioural change
Module 10: Metrics, KPIs & Performance Tracking - Selecting leading vs. lagging indicators
- Designing dashboards for CIO, managers, and teams
- Tracking transformation progress with milestones
- Creating baseline and target metrics for each process
- MTTR reduction strategies and monitoring
- Service availability and uptime reporting
- Satisfaction metrics: CSAT, NPS, and stakeholder feedback
- Change success rate and rollback analysis
- First-time fix rate and rework reduction
- Cost per ticket and efficiency benchmarking
Module 11: Risk, Compliance & Security Integration - Embedding security practices into change management
- Aligning with GDPR, HIPAA, SOX, and other mandates
- Conducting ITSM-related risk assessments
- Automating compliance evidence collection
- Integrating audit trails into process design
- Managing third-party risk in service delivery
- Disaster recovery and business continuity planning
- Using change advisory boards (CAB) effectively
- Handling emergency changes without compromising control
- Monitoring policy adherence across teams
Module 12: Automation & Intelligent Operations - Identifying automation candidates in service workflows
- Implementing chatbots for user support
- Automating approval chains and escalations
- Using RPA for repetitive data entry tasks
- Natural language processing for ticket categorisation
- Predictive incident detection using historical data
- Auto-remediation of common failures
- Smart routing and assignment based on expertise
- Event correlation and noise reduction techniques
- Measuring automation ROI and success rates
Module 13: Customer-Centric Service Design - Mapping the end-user journey across touchpoints
- Gathering Voice of the Customer insights
- Designing services around user needs, not systems
- Creating intuitive self-service portals
- Reducing friction in service request processes
- Personalising support experiences
- Building feedback loops into every interaction
- Using design thinking for service innovation
- Measuring and improving user experience
- Aligning service design with employee experience (EX)
Module 14: Financial Management & Cost Optimisation - Applying IT Financial Management (ITFM) principles
- Cost allocation models for shared services
- Chargeback vs. showback decision frameworks
- Service-based budgeting and forecasting
- Analysing licensing and subscription waste
- Negotiating vendor contracts based on usage
- Calculating cost per service and per user
- Identifying cost-saving opportunities in workflows
- Tracking transformation ROI against initial investment
- Reporting financial efficiency to finance teams
Module 15: Vendor & Supplier Management - Selecting and onboarding ITSM vendors
- Drafting service level agreements (SLAs) and OLAs
- Managing multi-supplier environments
- Conducting vendor performance reviews
- Negotiating outcome-based contracts
- Handling escalations and service failures
- Ensuring knowledge transfer and documentation
- Managing transition and offboarding risks
- Creating transparency in vendor reporting
- Using benchmarking to improve supplier value
Module 16: Integration with Enterprise Architecture - Aligning ITSM with TOGAF and enterprise roadmaps
- Mapping services to business capabilities
- Integrating with data and application architecture
- Using architecture principles to guide tool selection
- Ensuring scalability and interoperability
- Managing technical debt in service design
- Creating service blueprints for new systems
- Documenting service integration patterns
- Supporting cloud migration with ITSM readiness
- Collaborating with enterprise architects effectively
Module 17: Leadership & Influence Without Authority - Building credibility as a transformation leader
- Influencing executives using business language
- Gaining buy-in from peer departments
- Communicating progress without overpromising
- Navigating organisational politics wisely
- Leveraging data to support your position
- Presenting confidently in high-stakes meetings
- Managing upward feedback and expectations
- Developing executive presence and clarity
- Becoming the go-to expert in service transformation
Module 18: Real-World Implementation Projects - Project 1: Conduct a full ITSM maturity assessment
- Project 2: Develop your transformation business case
- Project 3: Design a service catalogue for a live system
- Project 4: Create a 90-day rollout plan with milestones
- Project 5: Build a KPI dashboard for leadership
- Project 6: Redesign incident management workflow
- Project 7: Draft a stakeholder communication plan
- Project 8: Conduct a risk and compliance impact analysis
- Project 9: Map automation opportunities in current processes
- Project 10: Present your final transformation roadmap
Module 19: Certification & Career Advancement - Preparing for the Certification of Completion assessment
- Submitting your final transformation portfolio
- Reviewing assessment criteria and success standards
- Receiving feedback and certification issuance
- Adding the credential to your LinkedIn profile
- Using certification in job applications and promotions
- Leveraging The Art of Service alumni network
- Accessing career coaching and resume reviews
- Negotiating higher compensation with verified expertise
- Stepping into leadership and consultant roles
Module 20: Continuous Improvement & Beyond - Creating a culture of iterative refinement
- Using retrospectives to learn from each phase
- Embedding feedback into service operations
- Planning for ongoing maturity upgrades
- Staying updated with emerging ITSM trends
- Joining communities of practice and expert forums
- Accessing future course updates and enhancements
- Expanding transformation to adjacent domains
- Documenting lessons learned and organisational memory
- Becoming a mentor and internal coach for future leaders
- Phase 1: Assessment and discovery
- Phase 2: Vision and business case development
- Phase 3: Roadmap design and prioritisation
- Phase 4: Change enablement and adoption planning
- Phase 5: Execution, monitoring, and control
- Phase 6: Sustainment, feedback, and evolution
- Time-boxed delivery and milestone tracking
- Managing dependencies across functions
- Using phased rollouts to reduce risk
- Defining exit criteria for each transformation stage
Module 4: Current-State Diagnostic Tools - Conducting a full-service portfolio audit
- Analysing incident, problem, and change ticket patterns
- Service desk performance benchmarking
- Measuring MTTR, MTBF, and first-call resolution
- Identifying service ownership gaps
- Mapping end-to-end service value streams
- Customer satisfaction and internal feedback analysis
- Using heatmaps to visualise process bottlenecks
- Financial analysis of service delivery costs
- Generating a maturity scorecard with gap analysis
Module 5: Vision & Business Case Development - Defining a compelling transformation vision statement
- Identifying key stakeholders and their expectations
- Quantifying financial benefits of transformation
- Calculating ROI, TCO, and payback periods
- Linking transformation goals to KPIs and metrics
- Building a board-ready business case document
- Creating a value canvas for non-technical executives
- Using storytelling techniques in executive presentations
- Anticipating and addressing objections
- Securing budget, sponsorship, and resources
Module 6: Governance, Roles & Accountability - Designing a transformation steering committee
- Defining RACI matrices for ITSM processes
- Establishing service ownership and accountability
- Integrating transformation goals into performance reviews
- Creating escalation paths for decision-making
- Aligning with enterprise risk and compliance functions
- Developing governance reporting dashboards
- Using OKRs and balanced scorecards for tracking
- Managing board and C-suite communication cycles
- Documenting policies, standards, and controls
Module 7: Technology & Tooling Strategy - Evaluating ITSM platforms: ServiceNow, Jira, BMC, Freshservice
- Choosing between cloud, hybrid, and on-premise models
- Integrating CMDB with discovery and monitoring tools
- Automation use cases for incident, request, and change
- AI and machine learning for predictive incident response
- Assessing integration complexity and API maturity
- Data migration planning and validation
- Benchmarking vendor implementation success rates
- Negotiating licence models and contract terms
- Building a scalable, future-proof technical foundation
Module 8: Process Design & Optimisation - Redesigning incident management for speed and accuracy
- Streamlining request fulfilment with self-service
- Problem management: proactive root cause resolution
- Change management: balancing agility and control
- Release and deployment optimisation techniques
- Service level management with measurable SLAs
- Configuration management: improving CMDB accuracy
- Knowledge management: creating a living repository
- Event management: turning alerts into actions
- Capacity and performance planning integration
Module 9: Organisational Change & Adoption - Applying Kotter’s 8-Step Model for ITSM change
- Using ADKAR to measure individual readiness
- Identifying change champions across departments
- Creating targeted communication plans
- Running effective stakeholder workshops
- Managing resistance with empathy and data
- Designing microlearning modules for busy teams
- Using role-based training paths
- Running pilot groups and proving concept value
- Planning for long-term behavioural change
Module 10: Metrics, KPIs & Performance Tracking - Selecting leading vs. lagging indicators
- Designing dashboards for CIO, managers, and teams
- Tracking transformation progress with milestones
- Creating baseline and target metrics for each process
- MTTR reduction strategies and monitoring
- Service availability and uptime reporting
- Satisfaction metrics: CSAT, NPS, and stakeholder feedback
- Change success rate and rollback analysis
- First-time fix rate and rework reduction
- Cost per ticket and efficiency benchmarking
Module 11: Risk, Compliance & Security Integration - Embedding security practices into change management
- Aligning with GDPR, HIPAA, SOX, and other mandates
- Conducting ITSM-related risk assessments
- Automating compliance evidence collection
- Integrating audit trails into process design
- Managing third-party risk in service delivery
- Disaster recovery and business continuity planning
- Using change advisory boards (CAB) effectively
- Handling emergency changes without compromising control
- Monitoring policy adherence across teams
Module 12: Automation & Intelligent Operations - Identifying automation candidates in service workflows
- Implementing chatbots for user support
- Automating approval chains and escalations
- Using RPA for repetitive data entry tasks
- Natural language processing for ticket categorisation
- Predictive incident detection using historical data
- Auto-remediation of common failures
- Smart routing and assignment based on expertise
- Event correlation and noise reduction techniques
- Measuring automation ROI and success rates
Module 13: Customer-Centric Service Design - Mapping the end-user journey across touchpoints
- Gathering Voice of the Customer insights
- Designing services around user needs, not systems
- Creating intuitive self-service portals
- Reducing friction in service request processes
- Personalising support experiences
- Building feedback loops into every interaction
- Using design thinking for service innovation
- Measuring and improving user experience
- Aligning service design with employee experience (EX)
Module 14: Financial Management & Cost Optimisation - Applying IT Financial Management (ITFM) principles
- Cost allocation models for shared services
- Chargeback vs. showback decision frameworks
- Service-based budgeting and forecasting
- Analysing licensing and subscription waste
- Negotiating vendor contracts based on usage
- Calculating cost per service and per user
- Identifying cost-saving opportunities in workflows
- Tracking transformation ROI against initial investment
- Reporting financial efficiency to finance teams
Module 15: Vendor & Supplier Management - Selecting and onboarding ITSM vendors
- Drafting service level agreements (SLAs) and OLAs
- Managing multi-supplier environments
- Conducting vendor performance reviews
- Negotiating outcome-based contracts
- Handling escalations and service failures
- Ensuring knowledge transfer and documentation
- Managing transition and offboarding risks
- Creating transparency in vendor reporting
- Using benchmarking to improve supplier value
Module 16: Integration with Enterprise Architecture - Aligning ITSM with TOGAF and enterprise roadmaps
- Mapping services to business capabilities
- Integrating with data and application architecture
- Using architecture principles to guide tool selection
- Ensuring scalability and interoperability
- Managing technical debt in service design
- Creating service blueprints for new systems
- Documenting service integration patterns
- Supporting cloud migration with ITSM readiness
- Collaborating with enterprise architects effectively
Module 17: Leadership & Influence Without Authority - Building credibility as a transformation leader
- Influencing executives using business language
- Gaining buy-in from peer departments
- Communicating progress without overpromising
- Navigating organisational politics wisely
- Leveraging data to support your position
- Presenting confidently in high-stakes meetings
- Managing upward feedback and expectations
- Developing executive presence and clarity
- Becoming the go-to expert in service transformation
Module 18: Real-World Implementation Projects - Project 1: Conduct a full ITSM maturity assessment
- Project 2: Develop your transformation business case
- Project 3: Design a service catalogue for a live system
- Project 4: Create a 90-day rollout plan with milestones
- Project 5: Build a KPI dashboard for leadership
- Project 6: Redesign incident management workflow
- Project 7: Draft a stakeholder communication plan
- Project 8: Conduct a risk and compliance impact analysis
- Project 9: Map automation opportunities in current processes
- Project 10: Present your final transformation roadmap
Module 19: Certification & Career Advancement - Preparing for the Certification of Completion assessment
- Submitting your final transformation portfolio
- Reviewing assessment criteria and success standards
- Receiving feedback and certification issuance
- Adding the credential to your LinkedIn profile
- Using certification in job applications and promotions
- Leveraging The Art of Service alumni network
- Accessing career coaching and resume reviews
- Negotiating higher compensation with verified expertise
- Stepping into leadership and consultant roles
Module 20: Continuous Improvement & Beyond - Creating a culture of iterative refinement
- Using retrospectives to learn from each phase
- Embedding feedback into service operations
- Planning for ongoing maturity upgrades
- Staying updated with emerging ITSM trends
- Joining communities of practice and expert forums
- Accessing future course updates and enhancements
- Expanding transformation to adjacent domains
- Documenting lessons learned and organisational memory
- Becoming a mentor and internal coach for future leaders
- Defining a compelling transformation vision statement
- Identifying key stakeholders and their expectations
- Quantifying financial benefits of transformation
- Calculating ROI, TCO, and payback periods
- Linking transformation goals to KPIs and metrics
- Building a board-ready business case document
- Creating a value canvas for non-technical executives
- Using storytelling techniques in executive presentations
- Anticipating and addressing objections
- Securing budget, sponsorship, and resources
Module 6: Governance, Roles & Accountability - Designing a transformation steering committee
- Defining RACI matrices for ITSM processes
- Establishing service ownership and accountability
- Integrating transformation goals into performance reviews
- Creating escalation paths for decision-making
- Aligning with enterprise risk and compliance functions
- Developing governance reporting dashboards
- Using OKRs and balanced scorecards for tracking
- Managing board and C-suite communication cycles
- Documenting policies, standards, and controls
Module 7: Technology & Tooling Strategy - Evaluating ITSM platforms: ServiceNow, Jira, BMC, Freshservice
- Choosing between cloud, hybrid, and on-premise models
- Integrating CMDB with discovery and monitoring tools
- Automation use cases for incident, request, and change
- AI and machine learning for predictive incident response
- Assessing integration complexity and API maturity
- Data migration planning and validation
- Benchmarking vendor implementation success rates
- Negotiating licence models and contract terms
- Building a scalable, future-proof technical foundation
Module 8: Process Design & Optimisation - Redesigning incident management for speed and accuracy
- Streamlining request fulfilment with self-service
- Problem management: proactive root cause resolution
- Change management: balancing agility and control
- Release and deployment optimisation techniques
- Service level management with measurable SLAs
- Configuration management: improving CMDB accuracy
- Knowledge management: creating a living repository
- Event management: turning alerts into actions
- Capacity and performance planning integration
Module 9: Organisational Change & Adoption - Applying Kotter’s 8-Step Model for ITSM change
- Using ADKAR to measure individual readiness
- Identifying change champions across departments
- Creating targeted communication plans
- Running effective stakeholder workshops
- Managing resistance with empathy and data
- Designing microlearning modules for busy teams
- Using role-based training paths
- Running pilot groups and proving concept value
- Planning for long-term behavioural change
Module 10: Metrics, KPIs & Performance Tracking - Selecting leading vs. lagging indicators
- Designing dashboards for CIO, managers, and teams
- Tracking transformation progress with milestones
- Creating baseline and target metrics for each process
- MTTR reduction strategies and monitoring
- Service availability and uptime reporting
- Satisfaction metrics: CSAT, NPS, and stakeholder feedback
- Change success rate and rollback analysis
- First-time fix rate and rework reduction
- Cost per ticket and efficiency benchmarking
Module 11: Risk, Compliance & Security Integration - Embedding security practices into change management
- Aligning with GDPR, HIPAA, SOX, and other mandates
- Conducting ITSM-related risk assessments
- Automating compliance evidence collection
- Integrating audit trails into process design
- Managing third-party risk in service delivery
- Disaster recovery and business continuity planning
- Using change advisory boards (CAB) effectively
- Handling emergency changes without compromising control
- Monitoring policy adherence across teams
Module 12: Automation & Intelligent Operations - Identifying automation candidates in service workflows
- Implementing chatbots for user support
- Automating approval chains and escalations
- Using RPA for repetitive data entry tasks
- Natural language processing for ticket categorisation
- Predictive incident detection using historical data
- Auto-remediation of common failures
- Smart routing and assignment based on expertise
- Event correlation and noise reduction techniques
- Measuring automation ROI and success rates
Module 13: Customer-Centric Service Design - Mapping the end-user journey across touchpoints
- Gathering Voice of the Customer insights
- Designing services around user needs, not systems
- Creating intuitive self-service portals
- Reducing friction in service request processes
- Personalising support experiences
- Building feedback loops into every interaction
- Using design thinking for service innovation
- Measuring and improving user experience
- Aligning service design with employee experience (EX)
Module 14: Financial Management & Cost Optimisation - Applying IT Financial Management (ITFM) principles
- Cost allocation models for shared services
- Chargeback vs. showback decision frameworks
- Service-based budgeting and forecasting
- Analysing licensing and subscription waste
- Negotiating vendor contracts based on usage
- Calculating cost per service and per user
- Identifying cost-saving opportunities in workflows
- Tracking transformation ROI against initial investment
- Reporting financial efficiency to finance teams
Module 15: Vendor & Supplier Management - Selecting and onboarding ITSM vendors
- Drafting service level agreements (SLAs) and OLAs
- Managing multi-supplier environments
- Conducting vendor performance reviews
- Negotiating outcome-based contracts
- Handling escalations and service failures
- Ensuring knowledge transfer and documentation
- Managing transition and offboarding risks
- Creating transparency in vendor reporting
- Using benchmarking to improve supplier value
Module 16: Integration with Enterprise Architecture - Aligning ITSM with TOGAF and enterprise roadmaps
- Mapping services to business capabilities
- Integrating with data and application architecture
- Using architecture principles to guide tool selection
- Ensuring scalability and interoperability
- Managing technical debt in service design
- Creating service blueprints for new systems
- Documenting service integration patterns
- Supporting cloud migration with ITSM readiness
- Collaborating with enterprise architects effectively
Module 17: Leadership & Influence Without Authority - Building credibility as a transformation leader
- Influencing executives using business language
- Gaining buy-in from peer departments
- Communicating progress without overpromising
- Navigating organisational politics wisely
- Leveraging data to support your position
- Presenting confidently in high-stakes meetings
- Managing upward feedback and expectations
- Developing executive presence and clarity
- Becoming the go-to expert in service transformation
Module 18: Real-World Implementation Projects - Project 1: Conduct a full ITSM maturity assessment
- Project 2: Develop your transformation business case
- Project 3: Design a service catalogue for a live system
- Project 4: Create a 90-day rollout plan with milestones
- Project 5: Build a KPI dashboard for leadership
- Project 6: Redesign incident management workflow
- Project 7: Draft a stakeholder communication plan
- Project 8: Conduct a risk and compliance impact analysis
- Project 9: Map automation opportunities in current processes
- Project 10: Present your final transformation roadmap
Module 19: Certification & Career Advancement - Preparing for the Certification of Completion assessment
- Submitting your final transformation portfolio
- Reviewing assessment criteria and success standards
- Receiving feedback and certification issuance
- Adding the credential to your LinkedIn profile
- Using certification in job applications and promotions
- Leveraging The Art of Service alumni network
- Accessing career coaching and resume reviews
- Negotiating higher compensation with verified expertise
- Stepping into leadership and consultant roles
Module 20: Continuous Improvement & Beyond - Creating a culture of iterative refinement
- Using retrospectives to learn from each phase
- Embedding feedback into service operations
- Planning for ongoing maturity upgrades
- Staying updated with emerging ITSM trends
- Joining communities of practice and expert forums
- Accessing future course updates and enhancements
- Expanding transformation to adjacent domains
- Documenting lessons learned and organisational memory
- Becoming a mentor and internal coach for future leaders
- Evaluating ITSM platforms: ServiceNow, Jira, BMC, Freshservice
- Choosing between cloud, hybrid, and on-premise models
- Integrating CMDB with discovery and monitoring tools
- Automation use cases for incident, request, and change
- AI and machine learning for predictive incident response
- Assessing integration complexity and API maturity
- Data migration planning and validation
- Benchmarking vendor implementation success rates
- Negotiating licence models and contract terms
- Building a scalable, future-proof technical foundation
Module 8: Process Design & Optimisation - Redesigning incident management for speed and accuracy
- Streamlining request fulfilment with self-service
- Problem management: proactive root cause resolution
- Change management: balancing agility and control
- Release and deployment optimisation techniques
- Service level management with measurable SLAs
- Configuration management: improving CMDB accuracy
- Knowledge management: creating a living repository
- Event management: turning alerts into actions
- Capacity and performance planning integration
Module 9: Organisational Change & Adoption - Applying Kotter’s 8-Step Model for ITSM change
- Using ADKAR to measure individual readiness
- Identifying change champions across departments
- Creating targeted communication plans
- Running effective stakeholder workshops
- Managing resistance with empathy and data
- Designing microlearning modules for busy teams
- Using role-based training paths
- Running pilot groups and proving concept value
- Planning for long-term behavioural change
Module 10: Metrics, KPIs & Performance Tracking - Selecting leading vs. lagging indicators
- Designing dashboards for CIO, managers, and teams
- Tracking transformation progress with milestones
- Creating baseline and target metrics for each process
- MTTR reduction strategies and monitoring
- Service availability and uptime reporting
- Satisfaction metrics: CSAT, NPS, and stakeholder feedback
- Change success rate and rollback analysis
- First-time fix rate and rework reduction
- Cost per ticket and efficiency benchmarking
Module 11: Risk, Compliance & Security Integration - Embedding security practices into change management
- Aligning with GDPR, HIPAA, SOX, and other mandates
- Conducting ITSM-related risk assessments
- Automating compliance evidence collection
- Integrating audit trails into process design
- Managing third-party risk in service delivery
- Disaster recovery and business continuity planning
- Using change advisory boards (CAB) effectively
- Handling emergency changes without compromising control
- Monitoring policy adherence across teams
Module 12: Automation & Intelligent Operations - Identifying automation candidates in service workflows
- Implementing chatbots for user support
- Automating approval chains and escalations
- Using RPA for repetitive data entry tasks
- Natural language processing for ticket categorisation
- Predictive incident detection using historical data
- Auto-remediation of common failures
- Smart routing and assignment based on expertise
- Event correlation and noise reduction techniques
- Measuring automation ROI and success rates
Module 13: Customer-Centric Service Design - Mapping the end-user journey across touchpoints
- Gathering Voice of the Customer insights
- Designing services around user needs, not systems
- Creating intuitive self-service portals
- Reducing friction in service request processes
- Personalising support experiences
- Building feedback loops into every interaction
- Using design thinking for service innovation
- Measuring and improving user experience
- Aligning service design with employee experience (EX)
Module 14: Financial Management & Cost Optimisation - Applying IT Financial Management (ITFM) principles
- Cost allocation models for shared services
- Chargeback vs. showback decision frameworks
- Service-based budgeting and forecasting
- Analysing licensing and subscription waste
- Negotiating vendor contracts based on usage
- Calculating cost per service and per user
- Identifying cost-saving opportunities in workflows
- Tracking transformation ROI against initial investment
- Reporting financial efficiency to finance teams
Module 15: Vendor & Supplier Management - Selecting and onboarding ITSM vendors
- Drafting service level agreements (SLAs) and OLAs
- Managing multi-supplier environments
- Conducting vendor performance reviews
- Negotiating outcome-based contracts
- Handling escalations and service failures
- Ensuring knowledge transfer and documentation
- Managing transition and offboarding risks
- Creating transparency in vendor reporting
- Using benchmarking to improve supplier value
Module 16: Integration with Enterprise Architecture - Aligning ITSM with TOGAF and enterprise roadmaps
- Mapping services to business capabilities
- Integrating with data and application architecture
- Using architecture principles to guide tool selection
- Ensuring scalability and interoperability
- Managing technical debt in service design
- Creating service blueprints for new systems
- Documenting service integration patterns
- Supporting cloud migration with ITSM readiness
- Collaborating with enterprise architects effectively
Module 17: Leadership & Influence Without Authority - Building credibility as a transformation leader
- Influencing executives using business language
- Gaining buy-in from peer departments
- Communicating progress without overpromising
- Navigating organisational politics wisely
- Leveraging data to support your position
- Presenting confidently in high-stakes meetings
- Managing upward feedback and expectations
- Developing executive presence and clarity
- Becoming the go-to expert in service transformation
Module 18: Real-World Implementation Projects - Project 1: Conduct a full ITSM maturity assessment
- Project 2: Develop your transformation business case
- Project 3: Design a service catalogue for a live system
- Project 4: Create a 90-day rollout plan with milestones
- Project 5: Build a KPI dashboard for leadership
- Project 6: Redesign incident management workflow
- Project 7: Draft a stakeholder communication plan
- Project 8: Conduct a risk and compliance impact analysis
- Project 9: Map automation opportunities in current processes
- Project 10: Present your final transformation roadmap
Module 19: Certification & Career Advancement - Preparing for the Certification of Completion assessment
- Submitting your final transformation portfolio
- Reviewing assessment criteria and success standards
- Receiving feedback and certification issuance
- Adding the credential to your LinkedIn profile
- Using certification in job applications and promotions
- Leveraging The Art of Service alumni network
- Accessing career coaching and resume reviews
- Negotiating higher compensation with verified expertise
- Stepping into leadership and consultant roles
Module 20: Continuous Improvement & Beyond - Creating a culture of iterative refinement
- Using retrospectives to learn from each phase
- Embedding feedback into service operations
- Planning for ongoing maturity upgrades
- Staying updated with emerging ITSM trends
- Joining communities of practice and expert forums
- Accessing future course updates and enhancements
- Expanding transformation to adjacent domains
- Documenting lessons learned and organisational memory
- Becoming a mentor and internal coach for future leaders
- Applying Kotter’s 8-Step Model for ITSM change
- Using ADKAR to measure individual readiness
- Identifying change champions across departments
- Creating targeted communication plans
- Running effective stakeholder workshops
- Managing resistance with empathy and data
- Designing microlearning modules for busy teams
- Using role-based training paths
- Running pilot groups and proving concept value
- Planning for long-term behavioural change
Module 10: Metrics, KPIs & Performance Tracking - Selecting leading vs. lagging indicators
- Designing dashboards for CIO, managers, and teams
- Tracking transformation progress with milestones
- Creating baseline and target metrics for each process
- MTTR reduction strategies and monitoring
- Service availability and uptime reporting
- Satisfaction metrics: CSAT, NPS, and stakeholder feedback
- Change success rate and rollback analysis
- First-time fix rate and rework reduction
- Cost per ticket and efficiency benchmarking
Module 11: Risk, Compliance & Security Integration - Embedding security practices into change management
- Aligning with GDPR, HIPAA, SOX, and other mandates
- Conducting ITSM-related risk assessments
- Automating compliance evidence collection
- Integrating audit trails into process design
- Managing third-party risk in service delivery
- Disaster recovery and business continuity planning
- Using change advisory boards (CAB) effectively
- Handling emergency changes without compromising control
- Monitoring policy adherence across teams
Module 12: Automation & Intelligent Operations - Identifying automation candidates in service workflows
- Implementing chatbots for user support
- Automating approval chains and escalations
- Using RPA for repetitive data entry tasks
- Natural language processing for ticket categorisation
- Predictive incident detection using historical data
- Auto-remediation of common failures
- Smart routing and assignment based on expertise
- Event correlation and noise reduction techniques
- Measuring automation ROI and success rates
Module 13: Customer-Centric Service Design - Mapping the end-user journey across touchpoints
- Gathering Voice of the Customer insights
- Designing services around user needs, not systems
- Creating intuitive self-service portals
- Reducing friction in service request processes
- Personalising support experiences
- Building feedback loops into every interaction
- Using design thinking for service innovation
- Measuring and improving user experience
- Aligning service design with employee experience (EX)
Module 14: Financial Management & Cost Optimisation - Applying IT Financial Management (ITFM) principles
- Cost allocation models for shared services
- Chargeback vs. showback decision frameworks
- Service-based budgeting and forecasting
- Analysing licensing and subscription waste
- Negotiating vendor contracts based on usage
- Calculating cost per service and per user
- Identifying cost-saving opportunities in workflows
- Tracking transformation ROI against initial investment
- Reporting financial efficiency to finance teams
Module 15: Vendor & Supplier Management - Selecting and onboarding ITSM vendors
- Drafting service level agreements (SLAs) and OLAs
- Managing multi-supplier environments
- Conducting vendor performance reviews
- Negotiating outcome-based contracts
- Handling escalations and service failures
- Ensuring knowledge transfer and documentation
- Managing transition and offboarding risks
- Creating transparency in vendor reporting
- Using benchmarking to improve supplier value
Module 16: Integration with Enterprise Architecture - Aligning ITSM with TOGAF and enterprise roadmaps
- Mapping services to business capabilities
- Integrating with data and application architecture
- Using architecture principles to guide tool selection
- Ensuring scalability and interoperability
- Managing technical debt in service design
- Creating service blueprints for new systems
- Documenting service integration patterns
- Supporting cloud migration with ITSM readiness
- Collaborating with enterprise architects effectively
Module 17: Leadership & Influence Without Authority - Building credibility as a transformation leader
- Influencing executives using business language
- Gaining buy-in from peer departments
- Communicating progress without overpromising
- Navigating organisational politics wisely
- Leveraging data to support your position
- Presenting confidently in high-stakes meetings
- Managing upward feedback and expectations
- Developing executive presence and clarity
- Becoming the go-to expert in service transformation
Module 18: Real-World Implementation Projects - Project 1: Conduct a full ITSM maturity assessment
- Project 2: Develop your transformation business case
- Project 3: Design a service catalogue for a live system
- Project 4: Create a 90-day rollout plan with milestones
- Project 5: Build a KPI dashboard for leadership
- Project 6: Redesign incident management workflow
- Project 7: Draft a stakeholder communication plan
- Project 8: Conduct a risk and compliance impact analysis
- Project 9: Map automation opportunities in current processes
- Project 10: Present your final transformation roadmap
Module 19: Certification & Career Advancement - Preparing for the Certification of Completion assessment
- Submitting your final transformation portfolio
- Reviewing assessment criteria and success standards
- Receiving feedback and certification issuance
- Adding the credential to your LinkedIn profile
- Using certification in job applications and promotions
- Leveraging The Art of Service alumni network
- Accessing career coaching and resume reviews
- Negotiating higher compensation with verified expertise
- Stepping into leadership and consultant roles
Module 20: Continuous Improvement & Beyond - Creating a culture of iterative refinement
- Using retrospectives to learn from each phase
- Embedding feedback into service operations
- Planning for ongoing maturity upgrades
- Staying updated with emerging ITSM trends
- Joining communities of practice and expert forums
- Accessing future course updates and enhancements
- Expanding transformation to adjacent domains
- Documenting lessons learned and organisational memory
- Becoming a mentor and internal coach for future leaders
- Embedding security practices into change management
- Aligning with GDPR, HIPAA, SOX, and other mandates
- Conducting ITSM-related risk assessments
- Automating compliance evidence collection
- Integrating audit trails into process design
- Managing third-party risk in service delivery
- Disaster recovery and business continuity planning
- Using change advisory boards (CAB) effectively
- Handling emergency changes without compromising control
- Monitoring policy adherence across teams
Module 12: Automation & Intelligent Operations - Identifying automation candidates in service workflows
- Implementing chatbots for user support
- Automating approval chains and escalations
- Using RPA for repetitive data entry tasks
- Natural language processing for ticket categorisation
- Predictive incident detection using historical data
- Auto-remediation of common failures
- Smart routing and assignment based on expertise
- Event correlation and noise reduction techniques
- Measuring automation ROI and success rates
Module 13: Customer-Centric Service Design - Mapping the end-user journey across touchpoints
- Gathering Voice of the Customer insights
- Designing services around user needs, not systems
- Creating intuitive self-service portals
- Reducing friction in service request processes
- Personalising support experiences
- Building feedback loops into every interaction
- Using design thinking for service innovation
- Measuring and improving user experience
- Aligning service design with employee experience (EX)
Module 14: Financial Management & Cost Optimisation - Applying IT Financial Management (ITFM) principles
- Cost allocation models for shared services
- Chargeback vs. showback decision frameworks
- Service-based budgeting and forecasting
- Analysing licensing and subscription waste
- Negotiating vendor contracts based on usage
- Calculating cost per service and per user
- Identifying cost-saving opportunities in workflows
- Tracking transformation ROI against initial investment
- Reporting financial efficiency to finance teams
Module 15: Vendor & Supplier Management - Selecting and onboarding ITSM vendors
- Drafting service level agreements (SLAs) and OLAs
- Managing multi-supplier environments
- Conducting vendor performance reviews
- Negotiating outcome-based contracts
- Handling escalations and service failures
- Ensuring knowledge transfer and documentation
- Managing transition and offboarding risks
- Creating transparency in vendor reporting
- Using benchmarking to improve supplier value
Module 16: Integration with Enterprise Architecture - Aligning ITSM with TOGAF and enterprise roadmaps
- Mapping services to business capabilities
- Integrating with data and application architecture
- Using architecture principles to guide tool selection
- Ensuring scalability and interoperability
- Managing technical debt in service design
- Creating service blueprints for new systems
- Documenting service integration patterns
- Supporting cloud migration with ITSM readiness
- Collaborating with enterprise architects effectively
Module 17: Leadership & Influence Without Authority - Building credibility as a transformation leader
- Influencing executives using business language
- Gaining buy-in from peer departments
- Communicating progress without overpromising
- Navigating organisational politics wisely
- Leveraging data to support your position
- Presenting confidently in high-stakes meetings
- Managing upward feedback and expectations
- Developing executive presence and clarity
- Becoming the go-to expert in service transformation
Module 18: Real-World Implementation Projects - Project 1: Conduct a full ITSM maturity assessment
- Project 2: Develop your transformation business case
- Project 3: Design a service catalogue for a live system
- Project 4: Create a 90-day rollout plan with milestones
- Project 5: Build a KPI dashboard for leadership
- Project 6: Redesign incident management workflow
- Project 7: Draft a stakeholder communication plan
- Project 8: Conduct a risk and compliance impact analysis
- Project 9: Map automation opportunities in current processes
- Project 10: Present your final transformation roadmap
Module 19: Certification & Career Advancement - Preparing for the Certification of Completion assessment
- Submitting your final transformation portfolio
- Reviewing assessment criteria and success standards
- Receiving feedback and certification issuance
- Adding the credential to your LinkedIn profile
- Using certification in job applications and promotions
- Leveraging The Art of Service alumni network
- Accessing career coaching and resume reviews
- Negotiating higher compensation with verified expertise
- Stepping into leadership and consultant roles
Module 20: Continuous Improvement & Beyond - Creating a culture of iterative refinement
- Using retrospectives to learn from each phase
- Embedding feedback into service operations
- Planning for ongoing maturity upgrades
- Staying updated with emerging ITSM trends
- Joining communities of practice and expert forums
- Accessing future course updates and enhancements
- Expanding transformation to adjacent domains
- Documenting lessons learned and organisational memory
- Becoming a mentor and internal coach for future leaders
- Mapping the end-user journey across touchpoints
- Gathering Voice of the Customer insights
- Designing services around user needs, not systems
- Creating intuitive self-service portals
- Reducing friction in service request processes
- Personalising support experiences
- Building feedback loops into every interaction
- Using design thinking for service innovation
- Measuring and improving user experience
- Aligning service design with employee experience (EX)
Module 14: Financial Management & Cost Optimisation - Applying IT Financial Management (ITFM) principles
- Cost allocation models for shared services
- Chargeback vs. showback decision frameworks
- Service-based budgeting and forecasting
- Analysing licensing and subscription waste
- Negotiating vendor contracts based on usage
- Calculating cost per service and per user
- Identifying cost-saving opportunities in workflows
- Tracking transformation ROI against initial investment
- Reporting financial efficiency to finance teams
Module 15: Vendor & Supplier Management - Selecting and onboarding ITSM vendors
- Drafting service level agreements (SLAs) and OLAs
- Managing multi-supplier environments
- Conducting vendor performance reviews
- Negotiating outcome-based contracts
- Handling escalations and service failures
- Ensuring knowledge transfer and documentation
- Managing transition and offboarding risks
- Creating transparency in vendor reporting
- Using benchmarking to improve supplier value
Module 16: Integration with Enterprise Architecture - Aligning ITSM with TOGAF and enterprise roadmaps
- Mapping services to business capabilities
- Integrating with data and application architecture
- Using architecture principles to guide tool selection
- Ensuring scalability and interoperability
- Managing technical debt in service design
- Creating service blueprints for new systems
- Documenting service integration patterns
- Supporting cloud migration with ITSM readiness
- Collaborating with enterprise architects effectively
Module 17: Leadership & Influence Without Authority - Building credibility as a transformation leader
- Influencing executives using business language
- Gaining buy-in from peer departments
- Communicating progress without overpromising
- Navigating organisational politics wisely
- Leveraging data to support your position
- Presenting confidently in high-stakes meetings
- Managing upward feedback and expectations
- Developing executive presence and clarity
- Becoming the go-to expert in service transformation
Module 18: Real-World Implementation Projects - Project 1: Conduct a full ITSM maturity assessment
- Project 2: Develop your transformation business case
- Project 3: Design a service catalogue for a live system
- Project 4: Create a 90-day rollout plan with milestones
- Project 5: Build a KPI dashboard for leadership
- Project 6: Redesign incident management workflow
- Project 7: Draft a stakeholder communication plan
- Project 8: Conduct a risk and compliance impact analysis
- Project 9: Map automation opportunities in current processes
- Project 10: Present your final transformation roadmap
Module 19: Certification & Career Advancement - Preparing for the Certification of Completion assessment
- Submitting your final transformation portfolio
- Reviewing assessment criteria and success standards
- Receiving feedback and certification issuance
- Adding the credential to your LinkedIn profile
- Using certification in job applications and promotions
- Leveraging The Art of Service alumni network
- Accessing career coaching and resume reviews
- Negotiating higher compensation with verified expertise
- Stepping into leadership and consultant roles
Module 20: Continuous Improvement & Beyond - Creating a culture of iterative refinement
- Using retrospectives to learn from each phase
- Embedding feedback into service operations
- Planning for ongoing maturity upgrades
- Staying updated with emerging ITSM trends
- Joining communities of practice and expert forums
- Accessing future course updates and enhancements
- Expanding transformation to adjacent domains
- Documenting lessons learned and organisational memory
- Becoming a mentor and internal coach for future leaders
- Selecting and onboarding ITSM vendors
- Drafting service level agreements (SLAs) and OLAs
- Managing multi-supplier environments
- Conducting vendor performance reviews
- Negotiating outcome-based contracts
- Handling escalations and service failures
- Ensuring knowledge transfer and documentation
- Managing transition and offboarding risks
- Creating transparency in vendor reporting
- Using benchmarking to improve supplier value
Module 16: Integration with Enterprise Architecture - Aligning ITSM with TOGAF and enterprise roadmaps
- Mapping services to business capabilities
- Integrating with data and application architecture
- Using architecture principles to guide tool selection
- Ensuring scalability and interoperability
- Managing technical debt in service design
- Creating service blueprints for new systems
- Documenting service integration patterns
- Supporting cloud migration with ITSM readiness
- Collaborating with enterprise architects effectively
Module 17: Leadership & Influence Without Authority - Building credibility as a transformation leader
- Influencing executives using business language
- Gaining buy-in from peer departments
- Communicating progress without overpromising
- Navigating organisational politics wisely
- Leveraging data to support your position
- Presenting confidently in high-stakes meetings
- Managing upward feedback and expectations
- Developing executive presence and clarity
- Becoming the go-to expert in service transformation
Module 18: Real-World Implementation Projects - Project 1: Conduct a full ITSM maturity assessment
- Project 2: Develop your transformation business case
- Project 3: Design a service catalogue for a live system
- Project 4: Create a 90-day rollout plan with milestones
- Project 5: Build a KPI dashboard for leadership
- Project 6: Redesign incident management workflow
- Project 7: Draft a stakeholder communication plan
- Project 8: Conduct a risk and compliance impact analysis
- Project 9: Map automation opportunities in current processes
- Project 10: Present your final transformation roadmap
Module 19: Certification & Career Advancement - Preparing for the Certification of Completion assessment
- Submitting your final transformation portfolio
- Reviewing assessment criteria and success standards
- Receiving feedback and certification issuance
- Adding the credential to your LinkedIn profile
- Using certification in job applications and promotions
- Leveraging The Art of Service alumni network
- Accessing career coaching and resume reviews
- Negotiating higher compensation with verified expertise
- Stepping into leadership and consultant roles
Module 20: Continuous Improvement & Beyond - Creating a culture of iterative refinement
- Using retrospectives to learn from each phase
- Embedding feedback into service operations
- Planning for ongoing maturity upgrades
- Staying updated with emerging ITSM trends
- Joining communities of practice and expert forums
- Accessing future course updates and enhancements
- Expanding transformation to adjacent domains
- Documenting lessons learned and organisational memory
- Becoming a mentor and internal coach for future leaders
- Building credibility as a transformation leader
- Influencing executives using business language
- Gaining buy-in from peer departments
- Communicating progress without overpromising
- Navigating organisational politics wisely
- Leveraging data to support your position
- Presenting confidently in high-stakes meetings
- Managing upward feedback and expectations
- Developing executive presence and clarity
- Becoming the go-to expert in service transformation
Module 18: Real-World Implementation Projects - Project 1: Conduct a full ITSM maturity assessment
- Project 2: Develop your transformation business case
- Project 3: Design a service catalogue for a live system
- Project 4: Create a 90-day rollout plan with milestones
- Project 5: Build a KPI dashboard for leadership
- Project 6: Redesign incident management workflow
- Project 7: Draft a stakeholder communication plan
- Project 8: Conduct a risk and compliance impact analysis
- Project 9: Map automation opportunities in current processes
- Project 10: Present your final transformation roadmap
Module 19: Certification & Career Advancement - Preparing for the Certification of Completion assessment
- Submitting your final transformation portfolio
- Reviewing assessment criteria and success standards
- Receiving feedback and certification issuance
- Adding the credential to your LinkedIn profile
- Using certification in job applications and promotions
- Leveraging The Art of Service alumni network
- Accessing career coaching and resume reviews
- Negotiating higher compensation with verified expertise
- Stepping into leadership and consultant roles
Module 20: Continuous Improvement & Beyond - Creating a culture of iterative refinement
- Using retrospectives to learn from each phase
- Embedding feedback into service operations
- Planning for ongoing maturity upgrades
- Staying updated with emerging ITSM trends
- Joining communities of practice and expert forums
- Accessing future course updates and enhancements
- Expanding transformation to adjacent domains
- Documenting lessons learned and organisational memory
- Becoming a mentor and internal coach for future leaders
- Preparing for the Certification of Completion assessment
- Submitting your final transformation portfolio
- Reviewing assessment criteria and success standards
- Receiving feedback and certification issuance
- Adding the credential to your LinkedIn profile
- Using certification in job applications and promotions
- Leveraging The Art of Service alumni network
- Accessing career coaching and resume reviews
- Negotiating higher compensation with verified expertise
- Stepping into leadership and consultant roles