Certificate in Service Operations Service Delivery
-- ViewingNowThe Certificate in Service Operations Service Delivery is a comprehensive course designed to empower learners with the essential skills required to excel in service operations. This program highlights the importance of service delivery in today's business landscape, where customer experience is paramount.
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โข Service Delivery Management: An overview of service delivery management, including best practices, key performance indicators (KPIs), and service level agreements (SLAs).
โข Customer Service Skills: Developing strong customer service skills, including communication, problem-solving, and empathy.
โข Incident Management: Understanding incident management principles, including incident identification, prioritization, and resolution.
โข Change Management: Learning about change management, including assessing and managing risk, planning and implementing changes, and communication strategies.
โข Service Request Fulfillment: Managing service requests, including processing, tracking, and reporting on request status.
โข Service Level Reporting: Creating and delivering service level reports, including understanding key metrics and data visualization techniques.
โข Problem Management: Identifying and addressing root causes of service issues, including problem identification, analysis, and resolution.
โข Service Improvement: Implementing service improvement initiatives, including identifying opportunities for improvement, developing improvement plans, and measuring success.
โข Service Desk Operations: Managing service desk operations, including staffing, training, and quality assurance.
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