Service Management

The "Service Management" course teaches IT service management based on ISO 20000 and ITSM, improving quality, reducing costs, and managing risks.

Course description

The "Service Management" course offers a comprehensive guide to managing IT services based on ISO 20000 standards and IT Service Management (ITSM) best practices.

Students learn how to create value for stakeholders through efficient and value-oriented IT services. The program covers fundamental concepts of utility and warranty, service value, and the implementation of a Service Management System. Guiding principles such as simplification, automation, and collaboration are explored.

The course includes incident, problem, change, and service level management, emphasizing the importance of reducing risks and long-term costs. Through practical examples, participants see how to apply the learned practices in the real world.

Main topics:

  • The conversion of market and customer demand into solution by service
  • Components of the service value proposition
  • The elements of service quality assessment (SLA)
  • The ISO 20000 standard and IT Service Management
  • Monitoring of issues and the problem management and service improvement plan
  • The organizational, process, and instructional aspects that are the keys to quality Service delivery
  • types of interactions that exist between a Service provider and their respective customers, users, suppliers and partners

Who is the course for?

Job opportunities and roles that benefit from this course

After-sales

  • After sales inspector

Staff

  • Technical assistant
  • Management personnel responsible

Production

  • Electrical fitter
  • Mechanical fitter
  • After sales inspector

Production

  • Adjuster

Course goals

Basic Concepts

Explain the main aspects of managing and offering Service to its customers, definition of service (vs. product)

Quality

Characteristics and definition of service quality levels that meet the evolving needs of users.

Cost Reduction

Implementing strategies and practices that decrease the costs associated with the development and delivery of IT services, while maintaining high quality and efficiency

Risk Reduction

Minimising risks that could prevent the achievement of business objectives through proactive and reactive management of IT services

This course includes

  • Examples of real business cases

  • Course completion certificate

  • Downloadable in-depth content

  • Help desk support

  • Access from mobile and tablet

  • Comprehensive monitoring of educational progress

  • Skills assessment test (mandatory)

  • Intermediate assessment tests (optional)

Course completion certificate

After completing the course it is possible to obtain a downloadable certificate to display as evidence of the skills achieved. The certification can be combined according to company needs.

Course's lecturer

Doriano Gallozzi

  • Manager and specialist in Project Management and IT Governance
  • Over 20 years of experience in IT projects
  • ITIL 4 Master PRINCE2 7th DSDM AgilePM Scrum Master
  • Design Thinking MoP PPM TOGAF Enterprise Architect CPRE
  • DevOps Data Science PM131

Course's contents

  1. Constantly evolving technology

  1. Ecosystems, value and IT

  1. Value: a central concept
  2. The service: the means of transport
  3. components of the service: utility and warranty
  4. Service provision: main actors, service providers, service consumers
  5. Service relationship model
  6. Results, costs and risks

  1. Service management system
  2. Specialized organizational skills
  3. ITSM best practices: People, Process, Partners, Products
  4. Benefits of ITSM

  1. Creating a foundational framework
  2. Guiding principles - Best Practices
  3. Optimize and automate
  4. Integrations and additions
  5. Continuous improvement

  1. The value flow
  2. An example

  1. Processes: sets of activities
  2. Practices: activities, resources, experiences, skills
  3. Processes vs practices
  4. Practices and value streams: a guiding example

  1. Incident management: purpose, business impact, treatment and resource allocation, possible scenarios, classification and escalation, prioritization, the temporary team
  2. Problem management: purpose, incidents vs. problems, three distinct phases, problem identification, problem control, workaround, error control
  3. Change management: purpose, authority for change, types of change (standard, normal, emergency)
  4. Service level management: purpose, contribution to the business, SLA definition, preventing the Watermelon effect, customer engagement, customer feedback, operational and business metrics
  5. Service desk: scope, automation, escalation and support, understanding broader context, access channels, single or multiple locations
  6. Management of service requests: purpose, definition and content, fulfillment

  1. Case study: malfunction management
  2. Phase 1: describe the activities
  3. Phase 2: choice of management practices

Entry requirements

Access to any browser

PC / Tablet / Smartphone device

Internet connection

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