The demand for Agile Service Management is skyrocketing as businesses strive to adapt to fast-paced market changes and enhance their service delivery. This course offers you the opportunity to master the integration of Agile principles into service management, a skillset highly sought after in today’s competitive job market. You’ll explore key dimensions of service management and learn to apply Agile practices to maximise service value. By engaging with this course, you’ll gain the ability to drive efficiency, foster innovation, and improve customer satisfaction. Embrace this chance to elevate 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 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.
Table of Contents
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)