Part I – The Software Organization as a Service Provider

1.       Organizational structures

2.       Business and IT alignment

3.       Your organizations Service Portfolio

4.       The service package

5.       Service Level Agreements (SLA)

6.       The service operations lifecycle

Part II – Formal Service Operation Management

1.       Service level management

2.       Capacity management

3.       Availability management

4.       Continuity management

5.       Information security management

6.       Supplier management

7.       Configuration management

8.       Incident Management

9.       Problem Management

Part III – Quality Improvement Basics

1.       The Service Operations Dashboard (SOD)

2.       Tracking performance with the SLAM chart

3.       Tracking Trends with the Pareto chart

4.       The Process Asset Library (PAL)

5.       The Standard Operating Procedure (SOP)

6.       The mighty checklist

7.       The three M’s of production support

Part IV – Maximizing System Uptime

1.       Measuring and maximizing service levels

2.       Preventative maintenance

3.       Quick response incident management

4.       System performance metrics

Part V – Minimizing Business Risk

1.       Types of risks

2.       Risk management

3.       The execution plan

4.       Disaster recovery planning & validation

Part VI – Managing Customer Expectations

1.       It’s about the customer!

2.       The voice of the customer

3.       The customer experience horizon

4.       Measuring customer satisfaction

5.       Notifying the customer

6.       Managing up

7.       Delivering unexpected news

Part VII – Continuous Service Improvement

1.       Process improvement planning cycles

2.       The Shewart, or Deming cycle