The Definitive Foundation Class. The Service Management "Foundation Class" is just plain different. The class blends more than 50 years of service management concepts with proven methods to enable a successful, sustainable service management strategy. The class exploits simulations and workshop activities to provide an ideal learning experience for service management professionals considering, or actively involved in a service management initiative.
The class is unique in taking a holistic approach to service management, exploiting the existing service concepts used within the business world today, and best practices drawn from many reliable sources, including ITIL Version 3. Its uniqueness is further demonstrated by showing how to integrate a nine-step application of Lean Thinking into your service management strategy, ensuring a cost effective, practical and timely continuous improvement effort. Special emphasis is given to the service request, incident, problem and change management practices.
Specifically designed around the Universal Service Management Body of Knowledge (USMBOK™) best practice reference, the class also explores the operational components of a service provider organization, including a fifteen stage service lifecycle, nine supporting lifecycles, seven major knowledge domains (major roles or responsibilities), and thirty nine knowledge areas (competencies or skills).
Duration: 3 Days. Call for onsite delivery options and pricing and self-delivery licensing.
- Understand concept of goods and services
- Understand principles of service management
- Understand why traditional projects fail
- Understand elements of a successful strategy
- Understand application of Lean to service management
- Understand the USMBOK service management framework
- Understand the objectives, major activities and operational characteristics of service request, incident, problem and change management
- Be able to design an effective and efficient service management strategy
- Be able to operate a Lean based strategy
- Be able to decipher, adapt, leverage and exploit common best practice frameworks, such as ITIL V3
- What is a service and service management?
- Role of service provider organization
- Lessons learned from process improvement, capability maturity model, and traditional ITIL centric implementation approaches
- Principles of service excellence
- Golden rules for a service management strategy
- Introduction to the USMBOK™
- Mapping ITIL® V3 to USMBOK
- Service Management 101 - Simulation
- The Management Demand for Lean
