Service Management Course
This course equips participants with essential skills for effective service management, focusing on process optimization, SLA implementation, data-driven decision-making, client engagement, and team leadership to enhance overall service delivery and performance.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The Service Management Course provides practical tools to create strong SLAs, improve support processes, and reduce ticket reopens and escalations. You will learn to establish effective triage systems, integrate multiple communication channels, and develop knowledge bases, while employing dashboards, KPIs, CSAT, and NPS for performance tracking. Additionally, you will formulate 90-day action plans, handle risks, and coordinate teams via defined roles, training, and open communication.
Elevify advantages
Develop skills
- Service process design: swiftly redesign workflows to minimise reopens and escalations.
- SLA and dashboard mastery: establish SLAs and construct clear, executive-ready dashboards quickly.
- Data-driven improvement: apply KPIs and RCA tools to identify issues and resolve them promptly.
- Client communication: conduct precise SLA reviews, status updates, and incident briefings.
- Team performance leadership: guide agents, lower turnover, and enhance service quality.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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