Agile Service Management

This course teaches the basics of service management—what it is, why you should use it, and practical tips on how to use it.

Introduction

• Transform your organization for today's digital enterprises
• Why learn Agile Service Management?
• What you should know

1. Core Principles of Agile Service Management

• Stakeholders and their stakes
• Typical stakeholders of our organization
• Understanding stakeholders
• Stakeholder journeys and experiences
• Stakeholder touchpoints
• Organization, brand, and offering touchpoints
• Configuration of organizations, brands, and offerings
• Functionality and qualities
• Availability-related qualities
• Trustworthiness-related qualities
• Usability and likeability-related qualities
• Adaptability-related qualities
• Agile Service Management assumptions and principles

2. Stakeholder Touchpoint Guides and Constraints

• Context, influencers, insights, and your North Star
• Agile principles and constrainers
• Settings, channels, and devices

3. Stakeholder Touchpoint Enablers

• Resources drawn on at stakeholder touchpoints
• Capabilities that support good stakeholder experience

4. An Agile Service Management Operating Model

• Agile stakeholder experience system
• Visible management system, stakeholder experiences
• Develop and transition
• Promote
• Deliver
• Support
• Improve

Conclusion

• Trends in Agile Service Management
• Next steps with Agile Service Management