Service Management Essentials

This section provides a foundational understanding of service management, starting with an exploration of its purpose and value. You’ll learn about customer expectations and how they influence service design and delivery. Key concepts such as the agency principle will be explained, highlighting why individuals and organisations seek external support for tasks. The course also defines services, assets, and agreements, setting the groundwork for managing these elements strategically within a business context. 

Delve into the critical aspects of service management that form the backbone of effective service delivery. Examine the roles of service providers and customers, the importance of clear agreements, and how utility and warranty ensure services meet expectations. You’ll also explore service targets and strategies for negotiating and maintaining agreements that balance customer satisfaction with organisational capabilities. 

This session focuses on how to approach service design systematically, integrating strategy and the service lifecycle. You’ll learn about development activities and methodologies, including the system development lifecycle and its role in creating services that align with customer needs. The course also covers process design principles and introduces key design approaches to ensure services are both functional and scalable. 

Understand the intricacies of process design and management with a focus on the ACT model, which ensures alignment, control, and transformation. This session introduces essential processes like service level management, incident management, problem management, and change management. You’ll also explore how to implement these processes effectively to support organisational goals and improve service reliability.