By the end
What you'll build
- Define a service, its service levels and the measures that prove them
- Design and operate incident and request workflows with clear escalation rules
- Run problem management that reduces repeat incidents rather than logging them
- Assess a change for risk and route it through an appropriate approval path
- Establish configuration information good enough to support the other processes
- Plan an internal audit and improvement cycle for the service management system
Curriculum
What's inside
8 modules · 47 lessons
- 01
Service management as a system
6 lessons- What a service management system has to deliver and to whom
- Services, outcomes and value in working terms
- Scope, governance and leadership commitment
- Roles, process owners and accountability
- How this relates to ITIL-aligned practice — and where certification actually comes from
- + 1 more lesson
- 02
Service design and levels
6 lessons- Writing a service level agreement both sides can live with
- Capturing service requirements from the business
- Service catalogue structure and ownership
- Underpinning contracts and operational agreements
- New or changed services: planning the transition
- + 1 more lesson
- 03
Resolution processes
6 lessons- Incident and request workflows with escalation that works at 2am
- Prioritisation that reflects business impact
- Major incident handling and communication
- Problem management and known errors
- Reducing repeat incidents with real root cause work
- + 1 more lesson
- 04
Control processes
6 lessons- Assessing change risk and choosing the right approval path
- Standard, normal and emergency changes
- Configuration information: enough, not everything
- Release and deployment coordination
- Backing out safely and learning from failed changes
- + 1 more lesson
- 05
Service assurance
6 lessons- Capacity and availability planning without a crystal ball
- Demand patterns and forecasting basics
- Service continuity and recovery objectives
- Information security touchpoints in service delivery
- Budgeting and cost visibility for services
- + 1 more lesson
- 06
Suppliers and relationships
6 lessons- Managing a supplier whose failure becomes your outage
- Supplier selection and onboarding for services
- Managing internal suppliers and shared teams
- Business relationship management in practice
- Handling disputes and service credits sensibly
- + 1 more lesson
- 07
Measurement and improvement
6 lessons- Building a service report that drives a decision
- Choosing measures that resist gaming
- Customer satisfaction and its limits
- Internal audit of the service management system
- Continual improvement backlog and prioritisation
- + 1 more lesson
- 08
Practice and check
5 lessons- What the symptom is really telling youmatch pairs
- Routing a change without breaking the servicesequence order
- Service management terms that get mixed upfill blank
- 02:10 and the finance service is downscenario
- Course quizquiz
The shape of it
How this course works
Short lessons
47 lessons across 8 modules, each small enough to finish in one sitting.
Practice as you go
Every lesson ends with a small space for what you noticed — the doing is the learning.
Progress you can see
Your progress is saved lesson by lesson, ready whenever you come back.
Ready when you are.
Make an account and this course opens up — your progress is saved from the very first lesson.