Country :
Course Content
-
Introduction to Service Operation
- Bloom’s Level 2 Objectives – Full understanding of Service Operation terms and core concepts
- The functions contained within Service Operations including how they interact to make Service Operations work
- The processes and service lifecycle phases that Service Operation interfaces with
- The fundamental aspects of Service Operation and be able to define them
-
Service Operation Principles
- How Service Operation is organized in relation to Functions, Groups, Teams, Department, and divisions.
- How an organisation can achieve balance when dealing with internal verse external organisational focus, identifying the issues related to organizations who operate at the extremes of these balances
- What “Operational Health” means, specifically addressing examples of “Self-Healing Systems” and the processes used by them
- The creation components and implementation of a complete communication strategy to be used with Service Operations
-
Service Operation Processes
-
Common Service Operation Activities
- The difference between a Technology-Centric and a Business-Centric organisation, the five levels of maturity and how Service Operation can be used to move towards increasing the Business Centric focus
- How the activities identified in this unit support Service Operation and provide a detailed model of how to integrate them into a Service Operation organization
-
Organising Service Operation
- The objective, activities and roles of each of the four functions identified in this unit and how to build a Service Operation model based on these functions
- Service Operation roles and responsibilities, where and how they are used as well as how a Service Operation organization would be structured to use these roles
-
Technology Considerations
-
Implementation Considerations
- Strategies and models for managing Change in Service Operation and how to implement this activity within an organization
- Implementing Service Operation technologies within a company
- How to assess and manage risk within a Service Operation group including the interaction that needs to occur with the Service Design and Service Transition personnel
-
Challenges, Critical Success Factors, and Risks
This content is protected, please login and enroll course to view this content!