In this course, we're going to look at the key concepts of service management. That's the nature of value and value co-creation. We'll look at stakeholders, the relationship between products and services, service relationships and a service relationship model, achieving value through outcomes, costs, and risks. We'll then look at outputs vs. outcomes, different types of costs, different types of risk. And finally, we'll finish up by looking at utility and warranty.
Familiarity with IT terminology and IT-related work experience are recommended.
Barry is the Business Development Director for Best Practice at Global Knowledge. A self proclaimed "service management geek," Barry specializes in Management best practices strategy and implementation, delivering service improvement programs, and delivering organizational capability through education.