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The Bureau has established Enterprise Service Management (ESM/SM) processes and is focused on improving maturity now and in the future. Enhancing our Service Management capability will further increase the Bureau`s responsiveness and service offerings to ensure they align to the Bureau.

The objectives for the Service Management training are to create awareness and uplift the Service Management culture across the Bureau and improve the customer experience – both internal and external. This training is designed for all service management support staff in the Bureau.


Following is an introduction by Mike Web, GM SIM.

The training includes:

1. Introduction to Service Management eLearn – this 20 minute module is a pre-requisite to the Workshop.

2. Improving Service Management Workshop – this is a four (4) hour activity-based learning experience.

Image of a computer with a workbookSelect the Introduction to Service Management eLearn link below to get started.

The Introduction to Service Management eLearn outlines what service management is, why it's important and how it enables the Bureau to deliver critical services for our customers and colleagues. In this eLearn module, we'll focus on SM used by the Bureau to action issues and incidents, submit requests for services, or request changes to services or IT equipment. 

This will take approximately 20 minutes to complete and is a pre-requisite to the Workshop. 

Once you have completed this module, you will be invited to attend one of the Improving Service Management Workshops. These will be delivered face to face as well as virtually. More details will be sent to you via email. 

The Improving Service Management Workshop takes a deeper dive into Service Management at the Bureau. 

This is a highly interactive and engaging learning experience and will be delivered face-to-face as well as virtually. Please allow the full four (4) hours for this workshop.