The Definitive Master Class. The Service Management "Master Class" provides a unique learning experience and vital know-how for service management professionals considering, or actively involved in a service management initiative. This class is focused on the "how to" aspects of designing a successful service management capability and leverages many concepts and proven methods used in development, offering and support of business services.

Specifically designed around the Universal Service Management Body of Knowledge (USMBOK™) best practice reference, the class explores in detail through a series of interactive workshops, simulations and discussions, the operational components of a service provider organization, and 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).

The class also includes Lean Thinking methods useful in creating an initial business case, validating the objectives of an existing initiative, or substantiating the targeted benefit and customer value proposition of an active strategy. The class is also ideal preparation for the Certified Service Management Professional (CSMP) qualification and examination.

 

Duration: 5 Days. Call for onsite delivery options and pricing and self-delivery licensing.

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