Professional Certificate in Service Management Essentials: Impactful
-- ViewingNowThe Professional Certificate in Service Management Essentials is a vital course designed to empower learners with the necessary skills to excel in service management. This certificate course focuses on impactful concepts, including service strategy, design, transition, and operation.
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โข Service Strategy: Understanding the vision, goals, and strategies for services in an organization. This includes service portfolio management, service level management, and financial management for services.
โข Service Design: Creating services that meet the needs of customers. This includes service level requirement definition, service design processes, and service design principles.
โข Service Transition: Managing the transition of new and changed services into the live environment. This includes service asset and configuration management, release and deployment management, and knowledge management.
โข Service Operation: Delivering and managing services at agreed levels to business users and customers. This includes event management, incident management, and problem management.
โข Continual Service Improvement: Using a systematic approach to improve the effectiveness and efficiency of services. This includes service measurement, service reporting, and service improvement planning.
โข IT Service Management Tools: Understanding the use and benefits of tools in IT service management. This includes incident management tools, change management tools, and configuration management databases.
โข Service Desk: Creating and managing a service desk to handle incidents and requests from customers. This includes service desk functions, service desk processes, and service desk metrics.
โข Service Level Management: Defining, agreeing, and monitoring service levels with customers. This includes service level agreements, service level reporting, and service level improvement.
โข Supplier Management: Managing relationships with external suppliers to ensure the delivery of services. This includes supplier selection, supplier relationship management, and supplier performance management.
โข Information Security Management: Protecting information and data from unauthorized access and use. This includes information security policies, information security risk management, and information security incident management.
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