This course will teach you the best practice approach that fuelled over fifty Service Management implementations around the world. Not only will it give you the background and context you need, you'll also leave with the tools you need and a proven approach on how to use them, to implement and improve your service management processes, sustainably!
Are you done with overpriced Service Management courses?
Research shows that about 75-85% of all corporate projects fail: they either completed over budget, much later than planned, or didn't complete at all. Hiring and firing temporary, external and expensive expertise through a consulting firm doesn't bring the sustainable results we're after: once the consultant leaves the knowledge often leaves as well, leaving you to gradually regress to square one.
This course will teach you all the basics you need to know about managing service in your organization. Knowing the best practise approach that fuelled over fifty Service Management implementations around the world will not only give you the background and context you need: you'll leave with the tools you need and a proven approach on how to use them to implement and improve your service management processes, sustainably!
Using a case study we'll introduce all these best practice processes. With the principles from this course you can start to establish a service baseline within any service organization. You'll also come equipped with best practice implementation ideas that will provide you with practical guidance to take the service levels and process understanding within your organization to the next level.
Welcome to this online IT Service Management course. In this module we'll explain what this course is, how it works, what you can expect and what you will have learned by the end of the program.
Learn about the common language used in this course, and in Service Management. The principles discussed in this module will be referred to throughout the entire course.
Throughout this course we'll be using a fictitious hotel as a case study to further understand the various processes in a non-IT environment.
Test your knowledge after watching the first section of this course
Service Level Management is the process of negotiating, defining, measuring, controlling and improving the quality of IT services for justifiable costs.
We'll discuss the activities that are part of this process, involved documents, performance indicators, and more.
We'll end the lecture with a case study example.
Availability Management is the process that ensures the proper use of resources, methods and techniques in order to attain an agreed-upon optimal availability of IT services (for justifiable costs)
Capacity Management is the process that, based on the performance agreed-upon with the client, ensures an optimal use of IT resources for acceptable costs.
IT Service Continuity Management is the process that is necessary to deal with and survive calamities within the IT services in order to be able to continue the business.
The Financial Management process facilitates a cost-effective management of IT resources necessary for providing IT services. For this purpose it is required to fully explain costs of IT services and relate them to independently delivered IT services.
Meet security requirements in the SLA and external requirements such as legislation or policy.
Test your knowledge of the support processes in the Service Delivery set
The service desk aims to provide support to the agreed services by guaranteeing accessibility of the IT organization and by running a number of supporting activities.
Responsible for restoring service to the normal level as defined in the SLA as soon as possible,with minimal impact on business.
Problem Management aims to minimize the impact of incidents and problems and prevent recurring incidents by finding errors in the IT infrastructure.
Providing accurate information and documentation about the infrastructure, for the benefit of supporting other processes.
Change Management focuses on gaining control of the process of change and aims to reduce the changed-related faults.
Managing and distributing software and hardware versions in use and supported by the IT department, to meet the required level of service.
Test your knowledge of the service support processes.
The question I'd like to ask is: Do YOU know if your customers are happy? Is your team working efficiently? Have you set your goals for future improvement and are you on your way reaching them?
Instead of finding everything out yourselves and trying to be perfect from the start, I suggest to keep things simple and take a look at how other companies are dealing with the same issues. With help of my service management best practices, IT (as well as non-IT) departments can enjoy significant improvements in efficiency and effectiveness. Use these guidelines to get started today.
This lecture discusses the components responsible for the quality of the service you provide to your customers. If you deliver good quality, your customers tend to be happy. Or, in a worst-case-scenario: if you do no deliver good quality service, your customer won’t be happy with you. But how do you know?
Let’s have a look at two examples outside our daily work area: service management at ski resorts, and a hamburger restaurant. What do they have in common?
IT and Service Desks have a lot in common with the previous two "unusual" examples. This asks for a change in processes and technology.
A simple registration process will give a wealth of information – automatically collected in the background while you’re working. However, reporting is never an end result.
What have we reached with our reporting insights? What are our objectives for the future?
Homework - how to put the things you've learned in this course into practice.
WILKO VAN DE KAMP is the author of #1 international best seller “The Freedom Project“. He's also an award-winning photographic artist, and professional world traveler. His inspiration comes from traveling all over the world. He calls the Canadian Rocky Mountains his “home", and the rest of the world his “office". He has been capturing our wonderful planet, and it's beautiful inhabitants, for more than half his life. Wilko has spent his life traveling the world to capture awe-inspiring images for those who wouldn't see them otherwise – and to inspire others to embark on their journey of a lifetime. Through his art, writing and appearances as a keynote speaker he enjoys sharing his colorful experiences with the world.