Introduction to ESM
  • Introduction to Enterprise Service Management
  • Introduction to the ITIL framework
  • Test your knowledge: Basics of ESM and ITIL
Key concepts in Enterprise Service Management
  • Single Point of Contact (Self-Service and Service Desk)
  • Service Level Management and Experience Level Management
  • Change Management and Organizational Change
  • Service Strategy
  • Test your knowledge: Key Elements of ESM
Enterprise Service Management in Action
  • Getting started with Enterprise Service Management
  • Pitfalls to avoid in your ESM journey
  • Test your knowledge: Enterprise Service Management in Action