USM250: Service Request Management

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The Service Request Management program is especially designed to help service organizations design, implement and sustain a highly efficient and effective means of managing requests for service.


USM250 Service Request ManagementThis class provides 'how-to', practitioner styled instruction on the design, development and operation of practices to manage service requests as they relate to the operations of a service provider organization.  The content and scope is based upon the the Universal Service Management Body of Knowledge (USMBOK), USM250 - Service Request Management, and USM230 Service Provision Management Knowledge Areas.  The subject matter is tightly integrated with the following concepts:

  • Service entitlement
  • Service request and and customer pathways
  • Service request and service catalogs
  • Service portals and shopping carts 

The information is presented in a variety of formats including classroom and instructor led webinar. The subject is presented in 6 Parts. The webinar does not include parts 5 and 6.  The constituent parts are:

  1. Service Request Management Origins and Universal Concepts
  2. Introduction to the Universal Service Management Body of Knowledge
  3. Introduction to the Service Fulfillment Management Domain
  4. Service Request Management Major Activities
  5. Key Performance Measures, Governance, Integration, Implementation
  6. How to Assess the Maturity of Your Practice Capability

All education offered by Service Management 101 is guaranteed to provide a tangible return on the investment and the following information is provided to help you cost justify attendance using the "Justifying Attendance of Education Template".  

The following tabs provide access to the lesson plan for each part.

P01

Welcome and Introductions

General introductions and logistical items.

Lesson 01: Service Request Management Origins and Universal Concepts

This lesson explores the origins of service request management and universally applicable concepts, and includes:

  • Definition of a service request
  • Common characteristics of a request, 
  • Common problems of managing requests
  • History of service request management
  • Key elements of an service request management system
  • Key universal concepts
    • Three vital elements of a service portal
    • The relationship between service request and service catalogs
    • The service request and customer pathways
    • Service entitlement and prioritization schemes
    • Escalation and notification rulesets
    • Shopping carts and customer account management
  • Eight common types of service request
  • The elements of the 'communication equation'

 

P02

Lesson 02: Introduction to the Universal Service Management Body of Knowledge (USMBOK)

This lesson provides a brief overview of the USMBOK, including:

  • Discussion on the 'Service Age'
  • What is a service?
  • What is service management?
  • Vital Service Equations - Value and Expectation
  • Basic Service Provider model
  • What is a service management system?
  • The Service Request
  • The Service Lifecycle & Transaction Engine
  • The Role Continuum & Knowledge Domains
  • Knowledge Areas and Competencies
  • Governance, Risk and Compliance
  • Managing Service Complaints

 

P03

Lesson 03: Introduction to Service Fulfillment Management

This lesson provides an overview of the Service Fulfillment Management knowledge domain.  Topics include:

  • What is service fulfillment?
  • Introduction to Service Marketing
  • Introduction to Service Planning
  • Introduction to Service Provision Management
  • Introduction to Provider Relationship Management
  • Introduction to Service opportunity Management
  • Planning for service request management
  • The service request lifecycle
  • Relationship between an incident, change and problem
  • Key roles in service request management
  • Benefits and problems
  • Key artifacts
  • Key concepts and methods
  • Key inputs and outputs 

 

P04

Lesson 04: The Fifteen Major Activities of Service Request Management

This lesson describes the 15 major activities performed by Service Request Management, and for each activity 3 main influences, and 5 sub-activities.   

P05

Lesson 05: Key Performance Measures, Governance, Integration and Interoperation

This lesson describes the key concepts of key performance measures and their relationship to performance management framework described within the USMBOK. It also discusses governance, and the integration and inter-operation of the practice with other elements of the service management system.  The topics include:

  • What is a Key Performance Measure?
  • Types of Qualitative and Quantitative measures
  • Introduction to the Performance Management Framework
  • Key Result Area (KRA)
  • Key Performance Indicator (KPI)
  • Key Performance Target (KPT)
  • Vital Mission Activity (VMA)
  • Service Level Objectives
  • Service Level Indicator
  • How Vital Mission Activities Relate to Objectives
  • How Stakeholders are Impacted
  • Performance Measurement
  • What is Governance?
  • Stakeholder Interest, Regulations Management
  • Elements of a Governance Framework
  • Leveraging SCARI Charts to Describe Interest
  • Integration & Interoperation of the Practice
  • The Practitioner's Triangle
  • Implementation Planning - Common Principles
  • Transformation Considerations

 

P06

Lesson 06: How to Assess the Maturity of Your Practice

This lesson provides guidance and a method on how to assess the capability (maturity) of a specific knowledge area, or practice.  The topics include:

  • Key principles of assessing a capability management
  • What is an assessment?
  • A capability evaluation model
  • Capability scoring
  • The need for a systematic continuous improvement process
  • The Lean Continuous Improvement Engine
  • Scoring specific scenarios

 

Webinar

The webinar format of this class consists of two one hour webinars presented on the same day, with a short break between each session. Parts 5 and 6 are excluded and may be addressed in alternate webinar sessions.  This is a fee based webinar and all fees must be paid in full prior to the student receiving access codes to the webinar and supporting materials.

Each Registrant Receives an E-Book Version of Class Workbook

Each authorized attendee receives an electronic copy of the Service Request Management 102 class workbook (e-book), of more than 225 pages.  The e-book requires an access key, distributed to registrants who have paid the requested fee.  

If You Miss a Session, is it Recorded?

The sessions are not recorded, they are instructor led and interactive.  If for any reason you miss a session, you can request to attend the next scheduled delivery of that session, at no additional charge. 

How Many Persons Can Attend a Webinar for the Fee?

The fee is for one connection, and one copy of the materials.  Any number of persons may view that session.  The use of the e-book is restricted to a specific computer and has print and copy/paste disabled.

 

Classroom

This class is available as part of a publicly scheduled program, and onsite delivery.

This content of this program is available in a classroom format, delivered through a publicly available schedule, or a dedicated onsite session.  In its classroom format the program offers an experential approach using table-top simulations and team workshops.  

The shortest class format is 2 days.  The class format is customizable and supports a one day format designed to introduce a team to the key concepts of the subject matter, centered around the same table-top simulations used in the longer format.

Please contact us directly for onsite pricing and availability.  

ROI

Return on Your Investment: After completing this course you will be able to...
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