Professional Certificate in Service Management Excellence
-- ViewingNowThe Professional Certificate in Service Management Excellence is a comprehensive course designed to empower learners with essential skills for success in service management. This program focuses on enhancing your understanding of service strategy, design, transition, operation, and continual improvement.
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⢠Service Strategy: Understanding the importance of service strategy and its role in service management excellence. This unit covers topics such as service portfolio management, demand management, and financial management.
⢠Service Design: This unit focuses on the design of services, including service level management, capacity management, availability management, and IT service continuity management.
⢠Service Transition: Covers the processes and activities involved in the transition of new or changed services into the live environment. Topics include change management, release management, knowledge management, and service asset and configuration management.
⢠Service Operation: This unit covers the day-to-day management of services, including incident management, problem management, event management, and access management.
⢠Continual Service Improvement: Focuses on the ongoing improvement of services, including the use of service measurement, service reporting, and service improvement planning.
⢠Customer Service Management: Covers the processes and activities involved in managing customer relationships, including communication, relationship management, and service level management.
⢠Supplier Management: This unit focuses on the management of suppliers, including supplier selection, supplier relationship management, and contract management.
⢠Information Security Management: Covers the importance of information security in service management, including risk management, incident management, and business continuity planning.
⢠Human Resources Management: This unit focuses on the management of people, including recruitment, training, and performance management.
⢠Service Desk Management: Covers the role and function of the service desk, including incident management, problem management, and service request fulfillment.
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