Mastering Service Delivery: A Step-by-Step Guide to Operational Excellence
This comprehensive course is designed to equip participants with the knowledge, skills, and best practices necessary to deliver exceptional service and achieve operational excellence. Upon completion, participants will receive a certificate issued by The Art of Service.Course Features - Interactive and engaging learning experience
- Comprehensive and personalized curriculum
- Up-to-date and practical content with real-world applications
- High-quality content developed by expert instructors
- Certificate issued by The Art of Service upon completion
- Flexible learning options with lifetime access
- User-friendly and mobile-accessible platform
- Community-driven with support from instructors and peers
- Actionable insights and hands-on projects
- Bite-sized lessons with progress tracking and gamification
Course Outline Chapter 1: Service Delivery Fundamentals
- Defining Service Delivery: Understanding the concept of service delivery and its importance in achieving operational excellence
- Service Delivery Models: Exploring different service delivery models and their applications
- Service Level Agreements (SLAs): Understanding the role of SLAs in service delivery and how to create effective SLAs
- Service Delivery Metrics: Identifying and measuring key performance indicators (KPIs) for service delivery
- Service Delivery Challenges: Common challenges in service delivery and strategies for overcoming them
Chapter 2: Service Strategy and Design
- Service Strategy: Developing a service strategy that aligns with business objectives
- Service Design: Designing services that meet customer needs and expectations
- Service Catalog Management: Creating and managing a service catalog that accurately reflects service offerings
- Service Portfolio Management: Managing the service portfolio to ensure alignment with business objectives
- Service Level Management: Managing service levels to ensure high-quality service delivery
Chapter 3: Service Transition and Implementation
- Service Transition Planning: Planning for service transition and implementation
- Change Management: Managing changes to services and service management processes
- Service Asset and Configuration Management: Managing service assets and configurations to ensure accurate inventory and control
- Release and Deployment Management: Managing the release and deployment of new or changed services
- Service Validation and Testing: Validating and testing services to ensure high-quality service delivery
Chapter 4: Service Operation and Management
- Service Desk Management: Managing the service desk to ensure effective incident and request management
- Incident Management: Managing incidents to minimize impact on business operations
- Problem Management: Identifying and resolving the root cause of incidents
- Request Fulfillment: Managing service requests to ensure timely and effective fulfillment
- Service Level Management: Managing service levels to ensure high-quality service delivery
Chapter 5: Continual Service Improvement
- Continual Service Improvement: Identifying opportunities for service improvement and implementing changes
- Service Reporting and Analysis: Analyzing service data to identify trends and opportunities for improvement
- Service Measurement and Metrics: Developing and using metrics to measure service performance
- Service Improvement Planning: Planning and implementing service improvements
- Service Improvement Implementation: Implementing service improvements and monitoring progress
Chapter 6: Service Delivery Automation
- Service Automation: Automating service delivery processes to improve efficiency and effectiveness
- Service Orchestration: Coordinating and automating service delivery processes
- Service Automation Tools: Using tools and technologies to automate service delivery
- Service Automation Benefits: Realizing the benefits of service automation
- Service Automation Challenges: Overcoming common challenges in service automation
Chapter 7: Service Delivery in the Cloud
- Cloud Service Delivery: Delivering services in the cloud to improve scalability and flexibility
- Cloud Service Models: Exploring different cloud service models and their applications
- Cloud Service Providers: Selecting and managing cloud service providers
- Cloud Service Security: Ensuring the security of cloud services
- Cloud Service Management: Managing cloud services to ensure high-quality service delivery
Chapter 8: Service Delivery and ITIL
- ITIL Service Delivery: Aligning service delivery with ITIL best practices
- ITIL Service Strategy: Developing a service strategy that aligns with ITIL best practices
- ITIL Service Design: Designing services that meet customer needs and expectations using ITIL best practices
- ITIL Service Transition: Transitioning services into production using ITIL best practices
- ITIL Service Operation: Managing services in production using ITIL best practices
Chapter 9: Service Delivery and DevOps
- DevOps Service Delivery: Aligning service delivery with DevOps principles and practices
- DevOps Service Strategy: Developing a service strategy that aligns with DevOps principles and practices
- DevOps Service Design: Designing services that meet customer needs and expectations using DevOps principles and practices
- DevOps Service Transition: Transitioning services into production using DevOps principles and practices
- DevOps Service Operation: Managing services in production using DevOps principles and practices
Chapter 10: Service Delivery and Agile
- Agile Service Delivery: Aligning service delivery with Agile principles and practices
- Agile Service Strategy: Developing a service strategy that aligns with Agile principles and practices
- Agile Service Design
Chapter 1: Service Delivery Fundamentals
- Defining Service Delivery: Understanding the concept of service delivery and its importance in achieving operational excellence
- Service Delivery Models: Exploring different service delivery models and their applications
- Service Level Agreements (SLAs): Understanding the role of SLAs in service delivery and how to create effective SLAs
- Service Delivery Metrics: Identifying and measuring key performance indicators (KPIs) for service delivery
- Service Delivery Challenges: Common challenges in service delivery and strategies for overcoming them
Chapter 2: Service Strategy and Design
- Service Strategy: Developing a service strategy that aligns with business objectives
- Service Design: Designing services that meet customer needs and expectations
- Service Catalog Management: Creating and managing a service catalog that accurately reflects service offerings
- Service Portfolio Management: Managing the service portfolio to ensure alignment with business objectives
- Service Level Management: Managing service levels to ensure high-quality service delivery
Chapter 3: Service Transition and Implementation
- Service Transition Planning: Planning for service transition and implementation
- Change Management: Managing changes to services and service management processes
- Service Asset and Configuration Management: Managing service assets and configurations to ensure accurate inventory and control
- Release and Deployment Management: Managing the release and deployment of new or changed services
- Service Validation and Testing: Validating and testing services to ensure high-quality service delivery
Chapter 4: Service Operation and Management
- Service Desk Management: Managing the service desk to ensure effective incident and request management
- Incident Management: Managing incidents to minimize impact on business operations
- Problem Management: Identifying and resolving the root cause of incidents
- Request Fulfillment: Managing service requests to ensure timely and effective fulfillment
- Service Level Management: Managing service levels to ensure high-quality service delivery
Chapter 5: Continual Service Improvement
- Continual Service Improvement: Identifying opportunities for service improvement and implementing changes
- Service Reporting and Analysis: Analyzing service data to identify trends and opportunities for improvement
- Service Measurement and Metrics: Developing and using metrics to measure service performance
- Service Improvement Planning: Planning and implementing service improvements
- Service Improvement Implementation: Implementing service improvements and monitoring progress
Chapter 6: Service Delivery Automation
- Service Automation: Automating service delivery processes to improve efficiency and effectiveness
- Service Orchestration: Coordinating and automating service delivery processes
- Service Automation Tools: Using tools and technologies to automate service delivery
- Service Automation Benefits: Realizing the benefits of service automation
- Service Automation Challenges: Overcoming common challenges in service automation
Chapter 7: Service Delivery in the Cloud
- Cloud Service Delivery: Delivering services in the cloud to improve scalability and flexibility
- Cloud Service Models: Exploring different cloud service models and their applications
- Cloud Service Providers: Selecting and managing cloud service providers
- Cloud Service Security: Ensuring the security of cloud services
- Cloud Service Management: Managing cloud services to ensure high-quality service delivery
Chapter 8: Service Delivery and ITIL
- ITIL Service Delivery: Aligning service delivery with ITIL best practices
- ITIL Service Strategy: Developing a service strategy that aligns with ITIL best practices
- ITIL Service Design: Designing services that meet customer needs and expectations using ITIL best practices
- ITIL Service Transition: Transitioning services into production using ITIL best practices
- ITIL Service Operation: Managing services in production using ITIL best practices
Chapter 9: Service Delivery and DevOps
- DevOps Service Delivery: Aligning service delivery with DevOps principles and practices
- DevOps Service Strategy: Developing a service strategy that aligns with DevOps principles and practices
- DevOps Service Design: Designing services that meet customer needs and expectations using DevOps principles and practices
- DevOps Service Transition: Transitioning services into production using DevOps principles and practices
- DevOps Service Operation: Managing services in production using DevOps principles and practices
Chapter 10: Service Delivery and Agile
- Agile Service Delivery: Aligning service delivery with Agile principles and practices
- Agile Service Strategy: Developing a service strategy that aligns with Agile principles and practices
- Agile Service Design