Advanced Certificate in Service Management Essentials
-- ViewingNowThe Advanced Certificate in Service Management Essentials is a comprehensive course designed to empower learners with the critical skills required for success in the service industry. This certificate program emphasizes the importance of understanding customer needs, managing service operations, and implementing effective service strategies.
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• Service Strategy: Understanding the role of service strategy in organizational success, including service design, transition, and operation. This unit will cover topics such as service portfolio management, service level management, and capacity management.
• Service Design: This unit will focus on the principles and practices of service design, including service solution design, service level management, and service compatibility and interoperability. Students will learn how to design services that meet customer needs and align with organizational objectives.
• Service Transition: This unit will cover the process of transitioning new or changed services into the live environment. Students will learn about service asset and configuration management, release and deployment management, and change management.
• Service Operation: This unit will focus on the day-to-day management of services, including event management, incident management, and problem management. Students will also learn about service request management and access management.
• Continual Service Improvement: This unit will cover the process of continually improving services to meet changing business needs. Students will learn about the ITIL Continual Service Improvement lifecycle, as well as techniques for measuring and improving service quality.
• Service Management Tools: This unit will cover the various tools and technologies used in service management, including service desk software, IT asset management tools, and monitoring and alerting tools.
• Service Integration and Management: This unit will focus on the principles and practices of service integration and management (SIAM), including multi-supplier management, service integration, and service alignment.
• Service Level Management: This unit will cover the process of negotiating, agreeing, monitoring, and reporting on service levels. Students will learn about the different types of service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs).
• Service Portfolio Management: This unit will focus on the management of the service portfolio, including the identification, classification, and prioritization of services. Students will learn about the different types of services (e.g. core, enabling, and enhancing services) and how to manage the service lifecycle.
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