Overview
-
This course teaches the basics of service management—what it is, why you should use it, and practical tips on how to use it.
Syllabus
-
Introduction
- Transform your organization for today's digital enterprises
- What you should know
- Stakeholders and their stakes
- Typical stakeholders of our organization
- Understanding stakeholders
- Stakeholder journeys and experiences
- Stakeholder touchpoints
- Organization, brand, and offering touchpoints
- Configuration of organizations, brands, and offerings
- Functionality and qualities
- Availability-related qualities
- Trustworthiness-related qualities
- Usability and likeability-related qualities
- Adaptability-related qualities
- Agile service management assumptions and principles
- Context, influencers, insights, and your North Star
- Agile principles and constrainers
- Settings, channels, and devices
- Resources drawn on at stakeholder touchpoints
- Capabilities that support good stakeholder experience
- Agile stakeholder experience system
- Visible management system, stakeholder experiences
- Develop and transition
- Promote
- Deliver
- Support
- Improve
- Next steps with agile service management
