The toolbox for IT service owners: Successfully controlling and managing services
Planning, implementing and organizing services - the online course with best practices
Did you know?
This course is part of the certified Master Class "Service Owner". By booking the entire Master Class,you save 34 percent compared to booking the individual modules.
The first webinar starts with a detailed introduction to the learning environment, expectations and objectives for the course. You will get to know the trainers and your virtual class for the course and get an initial overview of the tools that service owners work with on a daily basis.
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.
Contents
1. the basis: service agreements in detail
- 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
2. change management for service owners
- 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)
3. collaboration in the service organization
- 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
4. processes, tools, routines in the service workflow
- Processes and interfaces
- Tickets and workflows
- Regular meetings and boards
- Planning skills and resources
In this course you will learn
This course offers a digital blended learning approach designed for working professionals. Through a flexible combination of online seminars and self-study sessions, you’ll be sure to achieve your goals. Here’s what you’ll learn in this training program:
Learning environment: In your online learning environment, you will find useful information, downloads and extra services for this training course after you have registered.
Self-study phases: Learn independently, at your own pace and whenever you want. Our courses offer you didactically high-quality learning material.
Live webinars: In regular online seminars, you will meet your trainers in person. You will receive answers to your questions, specific assistance and instructions on how to deepen your knowledge and apply the skills you have acquired in practical exercises.
Learning Community:A digital learning community will be available to you throughoutthe course. trainers with other participants and the trainers , and ask any questions you may have.
Certificate of Completion and Open Badge: Asa graduate of the class, you will receive a certificate of completion and an open badge, which you can easily share on professional networks (such as LinkedIn).
Your benefit
- You will learn how to introduce, fulfill, and establish the new role of IT service owner in your organization.
- You will learn the most important definitions and essential methodological principles of service management.
- You will find out which components, features and KPIs characterize successful services.
- You will be provided with strategies and methods to help you stakeholders
- You combine service responsibility, service expertise, and entrepreneurial thinking, making you the ideal candidate for a responsible role in your organization.
- You will qualify for a new profession that will play a major role in the future and is already in high demand today.
Take an active part in our learning community and work on your own questions—that way, you'll get the most out of this course. This will allow you to apply what you've learned both in self-study and in practical exercises.
Methods
Well-founded trainers, presentations, practical exercises, self-reflection, discussions, work aids, group work on participants' real projects and exchange of experience in the learning community.
Tool
Recommended for
If you are new to your role or want to expand your know-how, this is the right place for you. Get a complete overview of the service lifecycle and use practical methods and tools that you can apply directly in your day-to-day work.
- IT Service Owner
- IT Service Managers
- IT Service Managers
- Service Delivery Manager:inside
- IT team and department managers
- IT product managers
- process managers
- Customized training courses
- Direct application in practice
- Efficient use of time and resources
Mastering the future
Modern and sustainable service management - with the "Service Owner" master class.
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Start dates and details
Training is guaranteed to take placeThe next booking ensures this course will take placeFAQ - frequently asked questions
Customer orientation is central to successful services. In the training , you will learn how to design service processes in such a way that they meet the requirements and expectations of customers and how to actively obtain and use feedback.
Continuous improvement is achieved through regular evaluation and adjustment. The training covers methods such as the PDCA model (Plan-Do-Check-Act), which you can use to optimize service quality in the long term.
The success of services can be measured by key performance indicators such as customer satisfaction, processing time and service level compliance. The training shows how these KPIs can be meaningfully defined and analyzed.
The training offers practical solutions for typical challenges, such as unexpected customer requirements or technical changes, and shows how you can react in an agile and solution-oriented manner.
About us - The Haufe Akademie
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Whether on site, live online or in-house - our customised solutions, our claim to the highest level of consulting expertise and training tailored to your needs simplify the acquisition of skills for the working world of the future and sustainably facilitate professional development.
A wide range of seminars, individual coaching and our flexible formats support HR managers and decision-makers in shaping the future and developing employees, in-house teams and companies.
Experience the benefits of online training from the comfort of your own home. Our online formats meet the highest quality standards and are in no way inferior to face-to-face events in terms of practical relevance. Learn together live online in interactive groups or digitally at a time of your choice.
Do you have any questions?
We are there for you Monday to Friday 8:00 a.m. - 5:00 p.m.
Questions & Answers
In our Questions & Answers (FAQ) section, you will find all the answers and the most frequently asked questions about your selected topic.
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