Topics Covered in this module are:
Module 1: Introduction
Module 2: Service Management
- Service management introduction
- Value
- Organizations and people
- Services and products
- Service offerings
- Service relationship
- Outcomes
- Costs
- Risks
- Utility and warranty
Module 3: Four Dimensions of service management
- Four dimensions of service management introduction
- Organizational and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- PESTLE
- Applying the Four Dimensions
Module 4: Service value System
- Service value system
- Opportunity, demand, and value
- Governance
Module 5: Guiding principles
- Guiding principle
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
Module 6: Service value chain
- Service value chain introductions
- Plan
- Improve
- Engage
- Design and transition
- Obtain/build
- Deliver and support
- Value streams
Module 7: Continual improvement
- Continual improvement introduction
- Continual improvement model
- What is the vision?
- Where are we now?
- Where do we want to be?
- How do we get there?
- Take Action
- Did we get there?
- How do we keep the momentum going?
- Continual improvement and the guiding principle.
Module 8: General management Practices
- Categories of practices
- Management practices
- Continual improvement
- Information security
- Relationship management
- Supplier management
- Knowledge management
- Measurement and reporting
- Organizational change management
- Portfolio management
- Project management
- Risk management
- Service financial management
- Workforce and talent management
Module 9: Service management practices
- Service management practices
- Change control
- Incident management
- Problem management
- Service desk
- Service level management
- Service request management
- IT Asset management
- Monitoring and Event management
- Release management
- Service configuration management
- Availability management
- Business analysis
- Capacity and performance management
- Service catalogue management
- Service continuity management
- Service design
- Service validation and testing
Module 10: Technical management practices
- Technical management practice introduction
- Deployment management
- Infrastructure and platform management
- Software development and management
