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Introduction to Service Management Free Course

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  • Description
  • Outcome
  • Certification
  • The free online course Introduction to Service Management introduces the topic of managing business services, how to make business services more effective and efficient, and how to improve customer relationship management.

    The course begins by introducing you to the topic of service management and the elements of service management such as how best to serve customers in the modern business environment, what the product service systems are, what the service act comprises of, and how to ensure seamless service to customers both within and outside an organisation. Few services are totally intangible as they often contain elements with tangible properties - these services are said to be intangible-dominant. You will learn how business services are those that market offerings which are intangible-dominant, and the course introduces you to important service dimensions: Intangibility, Heterogeneity, Inseparability and Perishability.

    You will also learn about marketing methods and strategies used to overcome intangibility. Finally, you will learn about developing a service blueprint, how to fail proof a service and why services should be redesigned.

    This course will be of great interest to all business service professionals and business owners that offer services to customers and who would like to learn more about managing and improving business services.

  • Having completed this course learners will be able to:
    - Explain what a service is;
    - Describe the four categories of services;
    - List the 7 Ps of service marketing;
    - Explain service dimensions: Intangibility, Heterogeneity, Inseparability and Perishability;
    - Describe touch points and service flow;
    - Describe marketing methods to overcome intangibility;
    - Describe how to develop service blueprints;
    - Describe how to fail proof a service;
    - Explain why services should be redesigned.

  • All Alison courses are free to study. To successfully complete a course you must score 80% or higher in each course assessments. Upon successful completion of a course, you can choose to make your achievement formal by purchasing an official Alison Diploma, Certificate or PDF.

    Having an official Alison document is a great way to share your success. Plus it’s:

    • Ideal for including in CVs, job applications and portfolios
    • An indication of your ability to learn and achieve high results
    • An incentive to continue to empower yourself through learning
    • A tangible way of supporting the Alison mission to empower people everywhere through education.

Modules List( 3 )
  • INTRODUCTION TO SERVICE MANAGEMENT
  • Introduction to Service Management Course Resource Documents
  • Module 1 - What is Meant by Service Management?
    • Learning Outcomes
    • What is Service Management?
    • Evolving Service Markets
    • The Service Customers
    • Product Service Systems
    • The Service Act
    • Seamless Service Management
    • Lesson Summary
  • Module 2 - Important Elements in Service Management
    • Learning Outcomes
    • Service Management Elements
    • Core versus Supplementary Services
    • Intangibility of Services
    • Response to IHIP Challenges
    • Process and Promotion of Services
    • Process Issues in Service
    • Lesson Summary
  • END OF COURSE ASSESSMENT
  • Module 3 - Introduction to Service Management Assessment
    • Introduction to Service Management Assessment
Topics List ( 8 )
Module 1 - What is Meant by Service Management?
This module introduces the topic of service management and the elements of service management such as how best to serve customers in the modern business environment, what the product service systems are, what the service act comprises of, and how to ensure seamless service to customers both within and outside an organisation.
Topics List ( 8 )
Module 2 - Important Elements in Service Management
Business services is a general term that describes work that supports a business but does not produce a tangible commodity. Business services are those that market offerings that are intangible-dominant. Few services are totally intangible, they often contain elements with tangible properties. The module also explains service dimensions: Intangibility, Heterogeneity, Inseparability and Perishability.
Topics List ( 1 )
Module 3 - Introduction to Service Management Assessment
You must score 80% or more to pass this assessment.
Course Features
  • Duration

    3-4 Hours

  • Publisher

    NPTEL

  • Video

    Yes

  • Audio

    Yes

  • Assessment

    Yes

  • Certification

    Yes

  • Price

    Free

  • Reward

    50 Pts

  • Responsive

    No

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