Certfied Service Management Professional
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The following information represents the syllabus and topics an attendee of a class will experience in this class.
Course Description
This class provides practical advice on how to establish an effective approach to the design, development, implementation and ongoing operation of a customer centric and value focused service management system and supporting service provider organization. It is also approved as ideal preparation for those wishing to attempt the certified service management professional (CSMP) examination.
Who Should Attend
This course will significantly benefit service management professionals responsible for the justification, design, development and introduction of a customer focused service management strategy.
Key Themes:
- Introduction to the Universal Service Management 'Body of Knowledge'
- Principles of Service Management
- Managing the Customer Experience
- Outside-In Thinking for Service Management
- The Service Provider Perspective - Customer Satisfaction
- The Service Management System
- The Service (Provider) Organization
- Service Management Knowledge Domains
- Service Management Knowledge Areas
- Governing Service Lifecycle Activities
- How to Design a Continuous and Self-Funding Improvement Program
Scheduled classes are shown in the 'Education Calendar'.
Duration:
Five (5) days (9:00 - 5:00), end at 2:30pm on last day
Examination:
This class includes the official CSMP examination scheduled at the end of the class and starting at noon. The exam format is multiple-choice in format, 150 questions, three hours in duration.