A structured approach to implementing service level management for a wide range of service organizations
In this course we’ll look at Service Level Management through the lens of IT Governance - as a means to govern your service management processes, create value for your end users, and kick-start a process of continuous service improvement. Here's a summary of what you will learn in this program:
IMPROVE SERVICE QUALITY
You will learn how a service organization can apply Service Level Management as an instrument to monitor and improve service quality.
SERVICE LEVEL AGREEMENTS
You will learn to recognize the critical success factors when introducing or improving Service Level Management for your organization.
BEST PRACTICE APPROACH
You will discover best practices on how to approach the gradual introduction and continuous process improvement of Service Level Management
“I designed this course for process managers, owners and coordinators who want to turn their customers and end-users into raving fans who leave 5 star reviews - but are afraid of introducing too much bureaucracy with overtly formalized process models. We’ll take baby steps to look at your processes and service offering through the lens of customer service and continuous service improvement from a customer’s perspective.”
- Wilko van de Kamp
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This training program can be followed by all levels of your organization, but is intended for process managers, owners and coordinators who want to turn their customers and end-users into raving fans and get them excited about the amazing things they’re doing for them, but are afraid of introducing too much bureaucracy with formalized process models.