Mastering Service Management: The Ultimate Checklist for Total Coverage Mastering Service Management: The Ultimate Checklist for Total Coverage
This comprehensive course is designed to provide participants with a thorough understanding of service management principles, practices, and tools. Upon completion, participants will receive a certificate issued by The Art of Service. This course is:
- Interactive and engaging, with hands-on projects and real-world applications
- Comprehensive, covering all aspects of service management
- Personalized, with flexible learning options and progress tracking
- Up-to-date, with the latest best practices and industry trends
- Practical, with actionable insights and takeaways
- High-quality, with expert instructors and high-quality content
- Certified, with a certificate issued by The Art of Service upon completion
- Flexible, with lifetime access and mobile-accessible learning
- User-friendly, with bite-sized lessons and gamification
- Community-driven, with discussion forums and community support
Chapter 1: Introduction to Service Management 1.1 What is Service Management?
- Definition of service management
- Importance of service management
- Service management frameworks and standards
1.2 Service Management Principles
- Customer-centricity
- Service quality
- Efficiency and effectiveness
- Continuous improvement
Chapter 2: Service Strategy 2.1 Service Portfolio Management
- Service portfolio definition
- Service portfolio management process
- Service portfolio metrics and reporting
2.2 Service Level Management
- Service level agreements (SLAs)
- Service level management process
- Service level metrics and reporting
Chapter 3: Service Design 3.1 Service Catalogue Management
- Service catalogue definition
- Service catalogue management process
- Service catalogue metrics and reporting
3.2 Capacity Management
- Capacity management definition
- Capacity management process
- Capacity management metrics and reporting
Chapter 4: Service Transition 4.1 Change Management
- Change management definition
- Change management process
- Change management metrics and reporting
4.2 Release and Deployment Management
- Release and deployment management definition
- Release and deployment management process
- Release and deployment management metrics and reporting
Chapter 5: Service Operation 5.1 Incident Management
- Incident management definition
- Incident management process
- Incident management metrics and reporting
5.2 Problem Management
- Problem management definition
- Problem management process
- Problem management metrics and reporting
Chapter 6: Continual Service Improvement 6.1 Service Reporting
- Service reporting definition
- Service reporting process
- Service reporting metrics and reporting
6.2 Continual Service Improvement Process
- Continual service improvement definition
- Continual service improvement process
- Continual service improvement metrics and reporting
Chapter 7: Service Management Tools and Technology 7.1 Service Management Software
- Service management software definition
- Service management software features and functionality
- Service management software selection and implementation
7.2 Service Management Automation
- Service management automation definition
- Service management automation benefits and challenges
- Service management automation implementation and management
Chapter 8: Service Management Implementation and Governance 8.1 Service Management Implementation
- Service management implementation definition
- Service management implementation process
- Service management implementation metrics and reporting
8.2 Service Management Governance
- Service management governance definition
- Service management governance framework and structure
- Service management governance roles and responsibilities
Chapter 9: Service Management Measurement and Metrics 9.1 Service Management Metrics and KPIs
- Service management metrics and KPIs definition
- Service management metrics and KPIs types and categories
- Service management metrics and KPIs implementation and management
9.2 Service Management Benchmarking
- Service management benchmarking definition
- Service management benchmarking process
- Service management benchmarking metrics and reporting
Chapter 10: Service Management Communication and Stakeholder Management
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