~Get Your Files Here !

  1 - Welcome and Introduction

   1 - Welcome to the course.html

   2 - Mind the gap An introduction to what you'll learn.mp4

   3 - Observing and Recognizing Trends.mp4

   4 - Lies, D mn Lies and Statistics.mp4

   5 - On overview of what you can expect.mp4

   6 - About learning How to get the most value.mp4

   7 - KPI-and-reporting-workbook-final.pdf

   8 - How your mind processes information.mp4

   9 - Getting to know your instructor and learning community.mp4

  2 - Service Management Common Terminology

   10 - Common Terminology and Best Practices.mp4

   11 - Putting it all together solutions approach English.vtt

   12 - Process-Definitions.pdf

   12 - Service Management Best Practice Processes.mp4

   13 - Introduction Case Study.mp4

   14 - Exercise 1 Getting Started In Your New Role English.vtt

   14 - Exercise-1.pdf

  3 - Service Management Reports and Metrics

   15 - Hips Don't Lie English.vtt

   16 - What is a report.mp4

   17 - Exercise 2 Who's who.mp4

   18 - Reporting Goals and Examples English.vtt

   18 - Reporting-Examples.pdf

   19 - Reporting Data Presentation, Quality and Ownership.mp4

   20 - Interpreting your data with Pivot tables.mp4

   21 - Exercise 3 Your team.mp4

   22 - Forget about the numbers.html

  4 - Service Management Key Performance Indicators

   23 - Key Performance Indicators.mp4

   24 - Bob It has to get better.mp4

   25 - Exercise 5 Measuring Workload.mp4

   26 - Mindset Why some numbers work - and some don't.mp4

   27 - Creating value Build your service management report English.vtt

   28 - Performance Indicators Service Management examples English.vtt

   28 - Performance-Indicator-Examples.pdf

   29 - Exercise 6 Team Meeting.mp4

   30 - Finding motivation to go for gold English.vtt

   31 - The glorification of busy.html

  5 - Process Improvement and Setting Goals

   32 - Quality control for your service management organization.mp4

   33 - Example Incident Management Goal Setting.mp4

   34 - Exercise 7 Identifying problems.mp4

   35 - Taking action and setting a service management goal English.vtt

   36 - Setting smart service management goals English.vtt

   37 - Setting even smarter service management goals English.vtt

   38 - Exercise 9 Scheduling your workload English.vtt

   38 - Exercise-9.pdf

   39 - Why 100% doesn't work.mp4

   40 - Homework Start putting it together.mp4

  6 - Putting It All Together

   41 - Putting it all together.mp4

   42 - Exercise 10 Trends in your organization.mp4

   43 - Organizational Change Management Where to start after you finish this course English.vtt

   44 - Exercise 11 Areas for improvement English.vtt

   44 - Exercise-11.pdf

   45 - Next steps in bringing together your People, Processes and Technology.mp4

   46 - Keep Service Management Simple.mp4

   47 - Where to start your improvement cycle.mp4

   48 - Exercise 12 Development and Growth.mp4

   49 - Taking action and achieving your goals English.vtt

   49 - Top-5-Action-List.pdf

   51 - Final thoughts and wrap up English.vtt

   6 - Putting it all together quiz.html

  Service Management Key Performance Indicators and Reporting.jpg