|Code and Title||P2PC.00.677 Service Management|
Claire Agutter is a service management trainer, consultant, and author. She is the founder and director at ITSM Zone, providing accredited eLearning in ITIL, DevOps, Agile, BRM and more, and also at Scopism, publisher of the SIAM Foundation and Professional BoKs. In 2018, 19 and 20 she was recognized by Computer Weekly as one of the 50 most influential women in tech, and in 2017, 18 and 19 she was recognized as an HDI Top 25 Thought Leader. Claire is the host of the popular ITSM Crowd YouTube channel, and Chief Architect for VeriSM, the service management approach for the digital age.
|She understands the benefits of digital transformation, and well as its associated challenges and its impact on people, culture, processes and technology. Claire is interested in anything that can help organizations work better.|
To give overview of service management approach (mainly focusing on VEriSM model) to help students understand what needs to be in place for service management to be successful and support the organization's strategic goals.
This course is designed for students who will work in organizations which create, offer and manage services. Suitable for both public and private sector employees.
|Forms of Teaching||Lectures: 8 hrs, seminars: 10 hrs, independent work (including e-learning): 86 hrs.|
4,0 ECTS (1 ECTS = 26 hours)
Pärnu College, Ringi Str. 35, class...
Web-based learning on a large scale!
Service managers, service specialists and project managers, quality managers, various department heads in service organizations. Top managers and owners of service companies, entrepreneurs.
|Course Summary||This course is designed for students who will work in organizations which create, offer and manage services. Suitable for both public and private sector employees, the course will use the VeriSM service management approach to help students understand what needs to be in place for service management to be successful and support the organization’s strategic goals. The course also assesses the impact of technology on service design and delivery, including the opportunities and challenges associated with digital transformation.|
Organizational context & governance. Digital transformation. Service Culture. Organizational structure. Teams. Service Provider Challenges. Organizational change principles.Introduction to the VeriSM model. The VeriSM Model Part 1 Define. The VeriSM Model Part 2 Produce. The VeriSM Model Part 3 Provide.The VeriSM Model Part 4 Respond. Adapting the VeriSM Model. Progressive practices Agile. Progressive practices DevOps and SIAM. Progressive practices Lean Shift Left. Progressive practices CXUX Continuous Delivery. Innovative Technologies- Part 1. Innovative Technologies- Part 2. Innovative Technologies- Part 3. Getting Started Lesson.
|Final Assessment||Non-differentiated (pass, fail, not present).|
|Overview||Detailed Course Overview|
Participation in e-learning and submission of group work.
|Document to Be Issued||
Digital certificate of The University of Tartu
200 € (VAT will not be added)