The toolbox for service owners: successfully controlling and managing services

Service Level Agreements (SLAs) are the basis for a functioning supplier and customer relationship and the foundation for reliable service products in the long term. SLAs must be complete and clearly formulated so that all parties involved can act accordingly. This is what you will learn:

• Requirements for robust Service Level Agreements (SLA)
• Translating business requirements into SLAs
• Make services measurable with KPI metrics and manage them operationally
• Making agreements customer-oriented and legally compliant
• Special features of SLAs for customers and service providers

This may be due to customer requirements and wishes, changes in operations or resources, technical innovations or other factors: Important parameters change continuously during the life cycle of a service. Learn how to adapt, convert or integrate services and processes into existing service landscapes:

• Continuous changes in the service lifecycle
• Change management processes for service owners
• Commissioning new and modified services (with checklists)
• Expand, split and supplement services
• Initiate and control CIP (continuous improvement processes)

In the second webinar, you will reflect with the trainers on the transfer tasks from the first two self-learning phases, work out the most important learnings and results together and discuss how to successfully transfer them into practice.

Communication and good coordination between all those involved in service are an important basis for successful collaboration in the service organization. We provide you with best practices to help teams work together smoothly. What you will learn:

• Delegation and control of service responsibility
• Formulate and monitor work orders
• Use performance reviews as a means of appreciation
• Organize and ensure cooperation between service units

In order to make the best possible use of existing resources and skills, it is necessary to establish and implement sensible processes. Shared work processes, tools and routines contribute to both efficiency and effectiveness. In this module, you will learn about tools and aids for systematizing collaboration. What you will learn:

• Processes and interfaces
• Tickets and workflows
• Regular meetings and boards
• Planning skills and resources

In the final webinar of the course, you will reflect with the trainers on the transfer tasks from the last two self-study phases, work out the most important learnings and results together and discuss how to successfully transfer them into practice.