The demand for Agile Service Management is soaring as businesses strive to adapt to fast-paced market changes and improve their service delivery. This course offers you the opportunity to master the integration of Agile principles into service management, a skill set that is highly sought after in today’s competitive job market. You’ll explore key aspects of service management and learn to apply Agile practices to maximise service value. By taking this course, you’ll gain the ability to drive efficiency, foster innovation and improve customer satisfaction. Seize this opportunity to boost your career prospects and become a valuable asset to any organisation by acquiring the expertise to transform service management through Agile methodologies.
Agile Service Management
Agile Management
40 hours
Introduction
Objectives
- Understand the various aspects of service management in order to improve service delivery.
- Apply Agile principles to improve flexibility in service management processes.
- Identify the value of the service in order to align it effectively with organisational goals.
- Implement Agile practices to optimise service management workflows.
- Analyse service management aspects to identify areas for improvement.
- Integrate Agile methodologies to promote continuous improvement in services.
- Assess the value of the service to ensure it meets customer expectations.
Table of Contents
UNIT 1. DIMENSIONS OF SERVICE MANAGEMENT
Service management in the context of digital transformation
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
An 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 within the service value chain
Improvement
UNIT 4. AGILE PRACTICES FOR SERVICE MANAGEMENT
Stakeholders involved in the provision of services
Agile management of technology services
Service management practices (I)
Service management practices (II)
Service management practices (III)