Service Management Course
This course equips participants with essential skills for effective service management, focusing on process optimization, performance metrics, and team leadership to deliver superior customer support.

flexible workload from 4 to 360h
valid certificate in your country
What will I learn?
The Service Management Course provides you with practical tools to create strong SLAs, improve support processes, and reduce ticket reopens and escalations. You will learn to set up effective triage systems, integrated communication channels, and knowledge repositories, while employing dashboards, KPIs, CSAT, and NPS to track performance. Additionally, you will develop 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 create clear, executive-friendly 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 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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