Description

Introduction

• A manifesto for service management, principles, rights and responsibilities of consumers and provider
• Service management equations: value, expectation, satisfaction, communication, quality and excellence
• The elements of a service management framework (detailed exploration of entire architecture)
  • The Service Product
  • The Service Management System
  • The Service Provider Organization
  • The Worksforce Management System
  • The Consumer Management System
  • The Service Excellence System
• Key principles of service request management, service request pathways, and service catalogs
• The concept of the service provider organization, role continuum, key skills and areas of practice
• Outside-in, customer centric thinking, the “Outside-In, Inside-Out (OI-IO) Continuum”
• The role of continuous improvement in service management
• How to approach and where to start the application of service management thinking.

Duration 2 days, 12 PDCs recognized by the Service Management Society™

Audience

This course will significantly benefit service management professionals who need to understand the key concepts and components of a service management system and how to manage customer expectations and their service experiences.

This course is suited to service management professionals familiar with the traditional view of IT Service Management, but who require additional information on the elements of a service system, the key roles in a service provider organization, and how to ensure customer centricity.

This course is especially important to any individual wishing to differentiate their skills by adding the latest knowledge used by leading service industry organizations.

Learning Outcomes

• Understand why traditional process improvement, capability maturity led initiatives fail and the key indicators you and your organization might be thinking ‘inside-out’, and strategies to avoidKnowledge of outside-in thinking, key principles, and its application to service management
• The six key elements of a service management framework universally applicable to any service business
• Knowledge of more than 22 key design elements required to architect a service management system
• An understanding of the responsibilities of the seven key service provider roles
• Essential skills to inspect and assess a service management system and organization and base a transformation and continuous improvement initiative on what a service does for the customer in terms of enabling and supporting their 'Successful Customer Outcomes (SCOs)'.

Delivery Options

This is a 2-day classroom based, instructor led course that uses a combination of tabletop simulators, presentations, and team assignments to introduce the delegate to “Outside-In” (customer-centric) thinking, and the Universal Service Management Body of Knowledge (USMBOK™), and their combined use to help design a system to manage the offer, contracting, and provisioning of services, including decisions on what products and services to offer, the makeup of those services, and the service support designed to manage the customer experience.

This course is regularly scheduled as a public event, typically using the National University's dedicated training campuses nationwide.   Please contact us if you wish to schedule a class at a locale nearer to you, and is also available for onsite, personalized delivery for up to 32 participants.

The course includes an optional multiple choice, 50 question examination and credit towards the Service Management Qualification Scheme offered through the Service Management Society.

Day 1

The topics explored include:

• Principles of the Service Economy
• The Service Experiential Economy
• The Management Imperatives
• Bad Habits of Inside-Out Thinking
• The Outside-In Discipline
• The Outside-In, Inside-Out Continuum
• Managing the Service Encounter
• Customer Expectation and Experience Management
• Managing the service experience
• The elements of a service management framework
• The Service Product
• the Service Management System
• The supporting lifecycles

Day 2

The topics explored include:

• The Service Provider Organization concept
• The Role continuum
• Service management knowledge domains
• The Outside-In Domains
• The Inside-Out Domains
• Service management knowledge areas
• How to approach the application of service management thinking
• Where to start..

Instructors

Ian M. Clayton
Outside-In Service Management Thinker with 35 years IT experience and approved ITIL Instructor to Expert level with ITIL Expert Diploma V3, ITSM Master, ITIL Service Manager V2 with Distinction.
Author of Universal Service Management Body of Knowledge (USMBOK), Service Management Master™ Award Recipient 2008 and Co-Founder itSMF USA, Co-Founder Service Management Society.

---

Kenneth (“kengon”) Gonzalez, CSMP, CLSP
Outside-In Service Management and Lean Consulting Professional, Author, Speaker with over 25 years IT experience. Service Management Master™ Award Recipient 2008, Co-Founder Service Management Society.