- What is service management?
- Service level management processes and components
- Incident and knowledge management
- Managing stakeholder expectations
- Problem management methodologies
- Key metrics involved in change management
- Inputs and outputs of change management
Skill Level Beginner
- We've all heard that we are going through a fourth industrial revolution as part of our transformation, leading us into this new digital age. What exactly is the digital age and how exactly do we transform? Think of it this way. Digital transformation is using technology to transform the business to drive value to make processes work better. We've now got hyperfocused technology AI tools like chat bots and virtual assistance, data analytics tools, agent assist tools, and knowledge-powered AI workflows. The sky is the limit. The key is these tools must be aligned with practices, culture, and a focus on the customer experience to be successful. The question we want to focus on first is what are the business outcomes you want to achieve? Then we can move on to determine how does that business objective impact my service management strategy and the overall direction of the service desk? Hi, my name is Fancy Mills, and I'm the Director of Training and Content at HDI. This course is designed to help you navigate the latest in IT service management. Many of the examples I'll share with you are ideas that have been gathered over 20 years of working in service management and from our best practices at HDI. For over 30 years, HDI's been the leading training services organization, providing research, resources, and tools for the support center and service management industry. Our goal is to help the service and support industry develop and deliver smarter service, which results in better business outcomes. In this course, we'll walk through the latest updates and industry best practices. As we talk about the latest in service management methodologies, you'll determine how to restructure your environment. The terms and key practices and processes, such as service-level management, incident management, knowledge management, problem management, and change management, are essential to your team's success. And lastly, we'll focus on key service management concepts, like value, value creation, and value chains. By developing industry-proven service management practices and implementing best practice methodologies, you will improve your service desk, team, and organization. I'm excited to share the latest in service management frameworks with you, so let's get started learning and implementing strategies that work.