Introduction to Service Management

Course Level 3: Advanced

Estimated Study Time: 3-4 hours

This 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 organization. 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.

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Course Content