Defining Customer-Focused Services for ITSM/ESM
  • Type Learning
  • Level Foundational
  • Time Weeks
  • Cost Paid
Additional Details

Defining Customer-Focused Services for ITSM/ESM

Issued by EDUCAUSE

Earners defined durable, customer-focused IT and enterprise services; they applied strategies to overcome challenges, such as organizational change management and stakeholder engagement; they assessed the considerations for effective portal design, including accessibility and content discoverability; they prepared for Enterprise Service Management (ESM) readiness and are able to prepare their organization to shift from ITSM to ESM, creating customer-focused, enterprise-level experiences.

  • Type Learning
  • Level Foundational
  • Time Weeks
  • Cost Paid
Additional Details

Skills

  • Enterprise IT
  • Enterprise Level Management
  • ESM
  • Stakeholder Engagement

Earning Criteria

  • Participants developed a service catalog framework, including high-level navigation; service groups (or categories); a reusable service template; several fully defined services to seed the catalog; and a challenge and strategy sheet. Badge earners are prepared to build an implementation plan, including tooling requirements, service definition strategy, catalog management plan, and an organizational change management strategy.