Certified Service Management Professional
Questions This Class Answers
The class syllabus is designed to hlep a service management professional answer these and similar important questions.
The Role of the Service Management 'Architect'
The certified service management professional (CSMP) is the main architect of the service management solution, spanning the service management system, and the service provider organization.
Key to that task is knowledge on the elements of both, and how to approach their development in a pragmatic, effective and efficient manner. The following twenty five questions are some of those encountered by a professional responsible for a service management inititive, and addressed by this class, the 'gold standard' of service management education.
Top 25 Things a Service Management Professional Needs to Know:
- How to explain what ‘service management’ is to various communities and stakeholders within an organization, why it makes sense, why the approach chosen for adoption is preferred, how it will affect them, and how they can get involved and contribute;
- The sources of relevant knowledge, and how to leverage what exists to maintain a universally applicable approach to service managemen;
- The elements of a service management system in the truest sense of the term system, and not just limited to technology or system applications, how they fit together, and their relative importance;
- The concept of a service provider organization, the key roles within that organization, and how all of this fits into the design and operation of a governance framework;
- How to map a body of knowledge to a service management system, and operation of that system within a service provider organization;
- What a best practice is, as well as a worst practice, and how to adapt and apply the better practice to a service management system, or service provider organization to mitigate or eliminate an identified problem and its impact;
- How to develop each of the key artifacts and ‘processes’ required by the service management system;
- How to assess a service provision capability, so you can identify shortcoming and develop a remedial plan of action that is pragmatic, affordable and timely in its delivery of beneficial results;
- In support of the previous item, how to define a problem in terms neutral to interested parties, its impact upon various stakeholder communities, and how to translate it into an opportunity for improvement by clearly stating the benefit of remedial action;
- What knowledge about related areas of expertise, such as international and national standard specifications and regulatory compliance, as well as related bodies of knowledge are needed;
- How to define and manage the relationship with each customer community;
- How to discover and document the customer activities and processes vital the mission;
- How to capture the ‘voice of the customer’, and translate those needs and wants into service requirements, and agreements containing service level guarantees;
- How to develop and maintain a ‘product plan’ for a service and service portfolio;
- How to define the quality and cost of a service in customer and provider terms;
- How to define and market services to a customer community;
- How to identify points where service encounters occur, and design suitable capabilities into service fulfillment and service support protocols;
- How to associate the service infrastructure with vital customer activities;
- How to design a service support practice that manages incidents as they relate to customer activities and service guarantees;
- How to define and manage the path of service requests through the system;
- How to design procedures that enable risk assessed change to the service management system and service provider organization;
- How to design a priority schema to sequence the work performed by the service provider organization in line with the commitments made within service contracts;
- How to measure and performance manage the service provision capability;
- How to transform an organization focused on managing infrastructure, to one that includes managing customer satisfaction, and the achievement of results through the provision of services;
- How to establish a continuous improvement ‘engine’, designed to find and eliminate wasteful and inefficient practices, and protect the quality of service.
This list is not exhaustive. If there is a question you feel should be answered that is missing from this list, please feel free to contact us and check if that question will be addressed during this class in some form, and so we can consider how best to help you with that question.