Better Service

The three-day course covers:

  • The importance and outcomes of service management (SM)
  • Changing culture to service-focused customer-centric
  • The useful concepts of ITIL
  • Using COBIT in IT
  • USMBOK as a framework for business SM
  • Catalogue as the centre of the universe
  • Improving processes
  • How not to waste money on tools
  • ROI from Service Management
  • Applying SM across the business
  • Agile service management improvement
  • the Tipu continual improvement framework and method
  • A better way to model incident and request management: Standard+Case
  • The Balanced Diversity framework for getting cultural change results