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Introduction to Service Management

Learn more about business services and customer relationship management with this service management course.

Publisher: NPTEL
This free online Introduction to Service Management certification training course will teach you how to make your essential business services more effective and efficient, as well as how to manage and improve customer relationships. Business services are the cornerstone of modern economies, accounting for more than 60% of countries' GDP worldwide. With this course, you will be able to acquire these highly valued skills and boost your career.
Introduction to Service Management
  • Duration

    3-4 Hours
  • Students

  • Accreditation






View course modules


This course will first introduce you to service management and its main elements. You will study the five broad categories within the non-ownership framework, the four categories of services, and the evolving service markets. You will learn that services dominate most economies and are rapidly growing. The course will discuss the 7 Ps of Service Marketing, the three management functions including operations, marketing, and human resources, and the Consumer Evaluation Processes for Services.

Next, you will study competitive service elements and service quality dimensions. You will look into touch points and service flow as well as study the different approaches for addressing service intangibles, the challenges that intangibility brings, and the different ways to overcome them. The course will then teach you how to develop a blueprint and fail-proofing methods as well as how to set service standards and targets. You will also learn the importance of redesigning services.

Service management is a work tactic that helps a business manage its technology and processes efficiently to deliver great service. Learning these skills can help you properly allocate your resources to achieve the best business outcomes. By taking this course, you will gain these valuable skills and learn how to apply them in practical settings. This will boost your career development immediately. So why wait? Learn something useful, today.

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