Overview

Class Central Tips

This course presents a comprehensive exploration of service management principles and practices across three key modules. Participants will begin by understanding the Four Dimensions of Service Management, analyzing critical factors within organizations, people, information, and technology, while also delving into the role of partners and suppliers in service delivery. Moving on, learners will explore organizational structure, ITIL principles, and the significance of people in service operations. Additionally, they will enhance skills and competencies across diverse domains, gaining insights into service offerings, technologies, and information management challenges. Finally, learners will delve into partner dynamics, value stream optimization, and the impact of external factors on service management, equipping them with a robust toolkit for effective service delivery. Target Learners: 1) Professionals working in service-oriented industries such as IT, hospitality, healthcare, telecommunications, etc. 2) Managers and supervisors responsible for service delivery within organizations. 3) Individuals aspiring to advance their careers in service management roles. Pre-requisites: 1) Basic understanding of organizational structures and processes. 2) Familiarity with the concepts of information technology and its role in business operations. 3) Some exposure to service management frameworks or practices (e.g., ITIL, COBIT) is beneficial but not mandatory. 4) Proficiency in communication skills to effectively engage with partners, suppliers, and stakeholders in service delivery.

Syllabus

Four Dimensions of Service Management

This module provides a comprehensive understanding of essential concepts in service management. Participants will delve into the 4D model, analyzing critical factors within the organization, people, information, and technology realms. Additionally, the module explores the pivotal role of partners and suppliers within service value streams, emphasizing their significance in service delivery. Furthermore, participants will learn techniques to streamline processes, identifying and mitigating waste and duplication. Moreover, the module sheds light on the key characteristics of cloud computing, equipping learners with the knowledge to leverage cloud technologies effectively in service management contexts.

Organization and People

This module provides a comprehensive overview of key principles and practices in service management. Participants will grasp the significance of organizational structure, adopt ITIL guiding principles, and acknowledge the pivotal role of people in operational success. Furthermore, learners will enhance their skills and competencies across diverse domains, fostering a broader understanding and expertise. The module also delves into essential components of service offerings, showcasing effective examples and exploring technologies supporting service management. Additionally, participants will gain insights into information management challenges and organizational considerations, equipping them with practical knowledge for effective service delivery.

Partners, Suppliers and Value Stream

This module offers a deep dive into partner dynamics, inter-organizational relationships, and the factors that mold organizational strategy, providing learners with a holistic understanding. Participants will define value streams, recognizing avenues to enrich value-added services, and master the art of conducting effective value stream mapping exercises. Moreover, the module covers process definition and application in product and service delivery, along with the analysis of external factors impacting service management. By the end, learners will possess a robust toolkit to foster collaborative partnerships, optimize value streams, and navigate external influences in service management effectively.