Course Description: 

Enterprise Service Management (ESM) is essentially the application of IT Service Management (ITSM) in a non-IT environment.

Service optimisation results primarily from achieving positive stakeholder outcomes and identifying and eliminating waste and errors in the provision of services and the value streams that generate these outcomes. It is critically underpinned by staff who understand their contribution to the organisation’s services and use their skills and creativity to support proactive and continual service improvement.

When introduced into an organisation, ESM can:

• improve efficiency and productivity
• enhance the end-customer experience
• achieve closer integration and collaboration across internal functions
  leading to:
  • aligned, cross-functional business objectives
  • a scalable, adaptable and unified approach to service management
  • improved outcomes for stakeholders

Target Audience:

The ESM Practitioner course is suitable for anyone with responsibility for contributing to successful service and stakeholder outcomes. This
includes senior, middle and junior management in HR, Finance, Legal, Marketing, Estates and Facilities and any teams or individuals with outcome-focused responsibilities such as quality management, operational effectiveness, continual improvement. We also recommend the inclusion of IT staff who are key contributors to stakeholder outcomes as well as digital transformation through digital integration.

Learning Outcomes:

Kindly click here to view the course learning outcomes.

Assessment:

The Enterprise Service Management practitioner course will be assessed using the below methods, depending on the specific modules:

• End-of module sample questions
• Breakout sessions
• On-course assessment (20%)
• Online, end-of-course exam (80%)

Course Details:

• Course Schedule: No schedule as this is on demand
• Fee & delivery structure: Upon request
• Delivery mode: Live Online
• Minimum class size required: 8 persons
• Guided Learning: 12 hours
• Assessment: on-course assessment (20%) and an online, end-of-course exam (80%).
• Trainer: Infrassistance

Venue: Live online session – details of how to join the meeting will be sent once registration is complete.

Funding:

This course is eligible for the ‘Investing in Skills’ scheme, managed by Jobsplus. Learn more here.
This course is also eligible for the ‘Get Qualified’ scheme, managed by Malta Enterprise. Learn more here.