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Mastering IT Managed Services; A Step-by-Step Guide to Delivering Exceptional Customer Experience

Mastering IT Managed Services; A Step-by-Step Guide to Delivering Exceptional Customer Experience

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Mastering IT Managed Services: A Step-by-Step Guide to Delivering Exceptional Customer Experience



Course Overview

This comprehensive course is designed to equip IT professionals with the knowledge, skills, and best practices needed to deliver exceptional customer experiences in the IT managed services industry. Participants will receive a certificate upon completion, issued by The Art of Service.



Course Features

  • Interactive and engaging learning experience
  • Comprehensive and up-to-date content
  • Personalized learning approach
  • Practical and real-world applications
  • High-quality content developed by expert instructors
  • Certificate of Completion issued by The Art of Service
  • Flexible learning schedule
  • User-friendly and mobile-accessible platform
  • Community-driven learning environment
  • Actionable insights and hands-on projects
  • Bite-sized lessons for easy learning
  • Lifetime access to course materials
  • Gamification and progress tracking features


Course Outline

Module 1: Introduction to IT Managed Services

  • Defining IT managed services
  • Benefits of IT managed services
  • Types of IT managed services
  • Key players in the IT managed services industry

Module 2: Understanding Customer Needs and Expectations

  • Understanding customer pain points
  • Identifying customer needs and expectations
  • Developing a customer-centric approach
  • Creating a customer journey map

Module 3: Service Desk Management

  • Defining service desk management
  • Key components of a service desk
  • Service desk metrics and KPIs
  • Implementing a service desk management system

Module 4: Incident Management

  • Defining incident management
  • Incident management process
  • Incident management metrics and KPIs
  • Implementing an incident management system

Module 5: Problem Management

  • Defining problem management
  • Problem management process
  • Problem management metrics and KPIs
  • Implementing a problem management system

Module 6: Change Management

  • Defining change management
  • Change management process
  • Change management metrics and KPIs
  • Implementing a change management system

Module 7: Release and Deployment Management

  • Defining release and deployment management
  • Release and deployment management process
  • Release and deployment management metrics and KPIs
  • Implementing a release and deployment management system

Module 8: Service Level Management

  • Defining service level management
  • Service level management process
  • Service level management metrics and KPIs
  • Implementing a service level management system

Module 9: Capacity and Availability Management

  • Defining capacity and availability management
  • Capacity and availability management process
  • Capacity and availability management metrics and KPIs
  • Implementing a capacity and availability management system

Module 10: IT Service Continuity Management

  • Defining IT service continuity management
  • IT service continuity management process
  • IT service continuity management metrics and KPIs
  • Implementing an IT service continuity management system

Module 11: Information Security Management

  • Defining information security management
  • Information security management process
  • Information security management metrics and KPIs
  • Implementing an information security management system

Module 12: Supplier Management

  • Defining supplier management
  • Supplier management process
  • Supplier management metrics and KPIs
  • Implementing a supplier management system

Module 13: Service Reporting and Measurement

  • Defining service reporting and measurement
  • Service reporting and measurement process
  • Service reporting and measurement metrics and KPIs
  • Implementing a service reporting and measurement system

Module 14: Continual Service Improvement

  • Defining continual service improvement
  • Continual service improvement process
  • Continual service improvement metrics and KPIs
  • Implementing a continual service improvement system

Module 15: IT Managed Services Best Practices

  • ITIL best practices for IT managed services
  • COBIT best practices for IT managed services
  • ISO/IEC 20000 best practices for IT managed services
  • Other industry best practices for IT managed services

Module 16: Case Studies and Real-World Examples

  • Real-world examples of IT managed services implementation
  • Case studies of successful IT managed services projects
  • Lessons learned from IT managed services implementation
  • Best practices for IT managed services implementation

Module 17: Final Project and Assessment

  • Final project requirements
  • Final project guidelines
  • Assessment criteria
  • Final project submission and evaluation


Certificate of Completion

Upon completing the course, participants will receive a Certificate of Completion issued by The Art of Service. This certificate is a recognition of the participant's achievement and demonstrates their expertise in IT managed services.

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