Course Description: 

This intensive and highly practical two-day course equips participants with the knowledge and tools to drive service excellence across their organisation. Drawing on over 35 years of proven principles from the ITIL framework, the course focuses on applying service management best practices across all functions – not just IT.

Through interactive workshops and real-world scenarios, delegates will learn how to apply key techniques such as value stream mapping, service catalogue development, cross-functional collaboration, and continual improvement. The course culminates in the award of the ESM Practitioner Certificate, available at Pass, Merit, or Distinction level based on assessment performance.

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:

Participants will leave the course with the skills to:

• Define and deliver effective services aligned with organisational goals
• Draft and maintain a service catalogue
• Establish and govern service management processes
• Understand and apply service costing techniques
• Assess and reduce the impact of major incidents
• Map stakeholders and value streams to optimise service delivery
• Promote cross-functional collaboration for improved customer outcomes
• Adopt proactive, preventative service practices
• Leverage Lean and Six Sigma for service improvement
• Apply the seven guiding principles and four dimensions of service management
• Understand the strategic roles of service and process owners

Assessment & Certification:

The ESM Practitioner Certificate is awarded based on:

• On-course assessment (20%)
• Online, end-of-course exam (80%)
  Grades awarded: Pass, Merit, or Distinction

Course Details:

• Delivery Mode: Live onsite or virtual classroom
• Duration: 2 days (14 guided learning hours)
• Class size: 6 – 14 participants
• Certification: ESM Practitioner Certificate

Funding:

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