Operations Management

Operations Management


In service management, operations represent the activities of the service value chain where the actual value of the service is realized, that is why delivery and support activities play a vital role in any service organization. The purpose of this blended learning experience is to equip operations professionals with the skills that are necessary to excel in their roles.
The course focuses on today’s challenges like managing staff turnover, keeping and promoting talent, empowering team leaders and delegating tasks, increasing agility, building an organization which is capable of continually improving services to customers, measuring and reporting service achievements in a meaningful way, effective cooperation with design, development and transition teams, and manage stress.
The content and terminology of this training course is fully aligned with ITIL 4, the most popular service management framework. 


Target Audience

• Operations Managers
• Service Desk Managers
• Incident and Problem Managers
• Service Support Managers
• Service Managers or any professional in an operational role


Course Content

• Interview with candidates/manager before confirming enrollment (included in attendance fee)
• Service desk practices
• Service desk staff management
• Situational leadership
• Delegating
• Agile frameworks, behaviors and techniques
• Continual improvement approach
• Service measurement and reporting
• Influencing and motivation
• 2 individual coaching/follow-up sessions (included in attendance fee)

Operations Management Course Information

  • Basics

    Duration:           4x2 days + follow-up

    Format:              25% lecture, 75% practice

    Language:          English

  • Prerequisites

    Experience in management of IT services.
    Knowledge of ITIL is an advantage but not required.

  • Pricing

    Price includes interviews, classroom sessions, pre-reading and coaching.

  • Further Learning

    • ITIL Foundation
    • ITIL Practitioner
    • ITIL Service Operation
    • ITIL Continual Service Improvement
    • ITIL Operation Support and Analysis
    • Management of Risk (M_o_R)

Upcoming sessions

10 October 19 - 13 December 19

(4*2 days)


About SME Framework

The Service Management Excellence Framework is a unique individual development program, specifically designed to meet the job role requirements of Service Delivery Managers, Transition Managers and Operations Managers working in shared service centers and for IT service providers. It consists of practical classroom sessions, self-study, assignments to be completed between sessions, follow-up and coaching. Though it is linked to internationally recognized best practice frameworks like ITIL, M_o_R and PRINCE2, it is not a prerequisite to hold any of these certificates and this program is not intended to prepare to these exams. It rather focuses on the behaviors and techniques of applying these frameworks in practice.

Want to know more

about the SME Framework?

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