Service management
Service Owners, Service Desk Leads and Analysts, Problem Managers, Change Managers, Early Life Support and cutover leads. 19 modules, about 95 minutes.
Your modules, in order
1Welcome to DelPulseUnderstand what DelPulse does and where your work fits.Video ready2Signing in: single sign-on and forgotten passwordsAlways be able to get into DelPulse, and back in when you forget your password.Video ready3Finding your way roundStart every day knowing what needs you.Video ready4Catch me up and Ask DelPulseFind what matters fast, from the live data, in plain English.Video ready5Your role: self-assessment and coaching canvasKnow how well you carry out your role today, and agree with your coach what to work on next.Video ready6Communities of practice: join, learn and assess yourselfGrow in your craft with the people who share it, whatever team they work in.Video ready7The service desk: queue, board and ticketsRun the desk day to day, so every ticket is logged well, owned, and fixed within the agreed time.Video ready8Get help: answers, requests and reporting a faultGet help from the support team without knowing how it works behind the scenes.Video ready9Problems, known errors and major incidentsStop the same incident coming back, and handle the big one calmly when it comes.Video ready10Agreements, service health and the service reviewAgree what good service means, see whether each service meets it, and review it every month.Video ready11Service teams: no sprints, measured by flowRun a team that works from the service queue, not in sprints, and see how it is doing.Video ready12Declaring an emergencyStop everything for a data breach, a data leak or a platform crash.Video ready13Service requests, small changes and the service shareRun the service without crowding out the roadmap.Video ready14Change requests with suppliersTrack changes only the supplier can make, beside the product’s own work.Video ready15Closing risks and issues: outcome, resolution and reviewClose risks and issues properly, with evidence and a second pair of eyes.Video ready16The project lifecycle and sizingKnow the stages a project moves through and how much governance it needs.Video ready17Go-live, early life support and stabiliseTake a change into live service safely.Video ready18Handover at G5: from project to productHand over in one decision, with nothing lost.Video ready19Business change: readiness and adoptionMake sure people are told, trained and using the change, not just that it was released.Video ready
Roles that follow this path
Change, comms and training lead · Business Change Lead · Cutover Lead · Early Life Support Lead · Change Manager · Service Owner · Service Desk Lead · Service Desk Analyst · Problem Manager
Each role also has a role guide in Configurations.