- Understand the dimensions of service management to improve service delivery.
- Apply Agile principles to enhance flexibility in service management processes.
- Identify service value to align with organisational goals effectively.
- Implement Agile practices to optimise service management workflows.
- Analyse service management dimensions to identify areas for improvement.
- Integrate Agile methodologies to foster continuous improvement in services.
- Evaluate service value to ensure alignment with customer expectations.
UNIT 1. SERVICE MANAGEMENT DIMENSIONS Service management in the digital transformation context Foundations of service management Dimensions of service management Information and technology; partners and suppliers Value chains, processes, and external factors UNIT 2. AGILE PRINCIPLES FOR SERVICE MANAGEMENT Approach to agile service management Agile principles of service management (I) Agile principles for service management (II) Agile principles for service management (III) Agile principles for service management (IV) UNIT 3. SERVICE VALUE Service value Service value system Service value chain Activities of the service value chain Improvement UNIT 4. AGILE PRACTICES FOR SERVICE MANAGEMENT Stakeholders involved in the delivery of services Agile management of technological services Service management practices (I) Service management practices (II) Service management practices (III)