Service Management Certification
About Service Management
Service management is the process of managing and organizing the delivery of services to customers. This can include activities such as planning, design, delivery, and improvement of services. It also involves the management of resources and processes necessary to deliver those services, as well as the management of relationships with customers and other stakeholders. The goal of service management is to ensure that services meet the needs of customers and are delivered in an efficient and effective manner.
Who should take the Service Management Certification exam?
A Service Management course would be beneficial for professionals involved in the design, delivery, and improvement of services. This can include IT service managers, customer service managers, and operations managers. The course would cover topics such as service level management, incident management, problem management, change management, and service improvement. It would also provide practical training in implementing and managing service management processes using industry best practices and frameworks such as ITIL, COBIT, and ISO 20000.
Service Management Certification Course Outline
Service management is the process of planning, delivering, and improving services to meet the needs of customers. Some common topics that might be covered in a course on service management include:
Service management frameworks, such as ITIL (Information Technology Infrastructure Library) and COBIT (Control Objectives for Information and related Technology)
Service design and service transition, including service level agreements (SLAs) and service level management
Service operation and incident management
Capacity planning and service continuity
Service level reporting and service level management
IT service management (ITSM) best practices and industry standards
Problem management and root cause analysis
Change management and how changes to services are handled
Configuration management and how IT assets are tracked and managed
Service performance metrics and how they are used to measure the success of service delivery
Service improvement and how to continuously improve services
Service governance, including compliance and regulatory requirements
Service catalog management and service portfolio management
Customer relationship management and service level management
Continual Service Improvement (CSI) approach