Service Management Value chain Diploma 
 
Services, is a growing share of the world’s economies
 
 
Whether you are new to a managerial  position or a support center or service manager, Eslsca Diploma in service management provide the skills and strategies you need to successfully lead your team and organization.
 
These intensive service management courses provide the tools and techniques to manage day to day operations as well as to plan for future growth and proactively deal with inevitable change. Service Strategies teaches exceptional management skills by developing and delivering courses to:
 
  • Develop leadership, decision-making, and staffing skills in a dynamic service or support environment
  • Use and keep hands-on tools to plan and measure your success
  • Understand how your operation links to and contributes to the overall organization
The education tackles and provide skills to overcome:  
  • Lack of cooperation across service functional areas
  • Insufficiently integrated management processes and toolsets in organizations 
  • Lack of prescriptive guidance
  • Investment in organization problems is not enough in adding value
  • Inability to gain true insight 
  • Immaturity 
  • Urgent Needs to tackle disruptive innovations like cloud, agility, mobility, BYOD and others 
Organization Benefits:
  • Guaranteed annual planning and budgets process 
  • Portfolio of investment strategy focused on innovation.
  • Planning connect with what is delivered.
  • Less time in creating something that runs on several platforms. 
  • Annual releases prioritized to meet business needs.
  • A fast incremental approach.
  • Reliable services 
  • Satisfy service requests
 
By taking an international approach to service management and service economics you will learn to tackle managerial issues within any service providers context.  Through the Diploma you will learn how various theories and models in service management can be applied to service industry, and acquire skills needed for the successful management for service value for all stakeholders.
 
The education provides you with relevant and valid competences and skills to engage with manage service companies and organizations in a global context. It can be utilized not only in traditional service industries, but also in relations to transformation of product-based industries into service model based. 
 
The community’s need for qualified and driven managers in the service sector is growing. Companies can become more competitive by having managers with service expertise. The programme combines specialized subject knowledge with an interdisciplinary approach including a wide perspective and environmental affiliation.
 
Discussed and addressed within this diploma are models to describe, categories and analyze value creation through services. Special focus is on how the organization can create value for the customers and how customers themselves create value, and how this takes place in direct interaction between customers, stakeholders, organizations and society.
 
By the end of the education graduates will be able to:
 
  • Track cost, performance, business value, and risk as a basis for improvement decisions for functionality 
  • Dramatically reduce total cost of ownership for service management processes and supporting tools
  • Ability to deliver standards-based, integrated solutions at lower cost
  • Opportunity to focus on differentiating innovation
  • Move beyond traditional process consulting
  • Faster, predictable time to value
  • Higher quality delivery at lower cost to customer
 
Education is intended to: 
  • CXO’s
  • Senior Managers
  • Managers
  • Supervisors
  • Service Professionals
  • Operations Practitioners
  • IT Development Practitioners
  • Individuals who require a business and management level understanding of the service lifecycle and how it may be implemented to enhance the quality of business and IT service provision within an organization.
  • Individuals seeking the expertise in IT and Service Management. 
 
Concepts of service management gained through education could be applied in:
  • Health service management
  • Food & Beverage Service management
  • Information Technology
  • Telecom
  • Digital Businesses
  • All service providers organizations or companies with service departments within. 
   
PROGRAMME
 
You will be introduced to a broad spectrum of issues related to services which range from:
 
  • Define strategic objectives, align business and service roadmaps, set up standards and policies, enterprise architecture, service Portfolio / rationalization, create service blueprint and roadmap, consolidate demand, analyze priority, urgency, and impact, create new or tag existing demand and selection of business value, risk, costs, benefits & resources, what-if analysis, and ensure governance.
  • Plan and design: Project plan, logical service model, requirements, functional & technical designs, standards & policies. Development: Agile, iterative, waterfall …,  source & set up development environment, version control and developer testing. Functional test and security test (static, dynamic).  Deploy release plan, change and configuration process, knowledge management, application and security monitors. 
  • Design and publish catalog items from all fulfillment engines, set pricing, options, and SLA, publish services, portal engagement, personalized experience, self-service, manage subscriptions, route fulfillments, automate deployment, use internal and external providers and integrate with change, asset and configuration systems.
  • Detect and see events, alarms, and metrics across the entire infrastructure, understand user issues, trace the relationship between events, diagnose and enrichment of: root cause, severity and business impact, defined escalation pat, auto-fixed common issues, define change request, perform problem and risk analysis, approve, implement change, leverage run books, verify recovery and close records.

I – Strategy Management Value Stream

  • provides service provider organizations with the optimal framework for interconnecting the different functions involved in managing the portfolio of services delivered to the enterprise. 
  • Provides the strategy to balance and broker your portfolio 

  • Provides a unified viewpoint across enterprise architecture, and service portfolio 

  • Improves data quality for decision-making 

  • Provides KPIs and roadmaps to improve business communication

Service Architecture and Portfolio Management -  36 hours  

Policy, Proposal and Finance Management - 36 hours   

II- Design and Composition Value Stream

  • provides the framework for creating/sourcing new services or modifying those that already exist.  The goal of the Value Stream is to ensure predictable, cost-effective, high quality results. 
  • Supports agile and traditional development methodologies 

  • Enables visibility of the quality, utility, schedule, and cost of the services you deliver 

  • Defines continuous integration and deployment control points 

Service Requirements, Design and Change enablement          - 36 hours 

Service Composition Management  - 36 hours  

III- Fulfillment and Engagement Value Stream

  • a framework connecting the various consumers (business users, service practitioners, or end customers) with goods and services that are used to satisfy productivity and innovation needs. 
  • The Value Stream places emphasis on time-to-value, repeatability, and consistency for consumers looking to request and obtain services from service provider. 
  • Helps your service provider organization transition to a service broker model 

  • Presents a single catalog with items from multiple supplier catalogs

  • Efficiently manages subscriptions and total cost of service 

  • Manages and measures fulfillments across multiple suppliers 

Catalogue and user engagement Management - 36 hours  

Deployment, usage and charging Management - 36 hours 

IV- Operation Management Value Stream

  • provides a framework for integrating the monitoring, management, remediation, and other operational aspects associated with realized services and/or those under construction. 
  • Provides a comprehensive overview of the business of service provider operations and the services these teams deliver.
  • Brings together service provider service operations to enhance results and efficiency 

  • Enables end-to-end visibility using a shared configuration model 

  • Identifies issues before they affect users 

  • Reduces the mean time to repair 

Service Realization and support Management - 36 hours  

Monitoring and Change Management - 36 hours

Book your Orientation Session 
 
For Information and inquiries please call
0100 088 7542
 
Email: IMT@eslsca.org