In an era of growing customer expectations and dynamic market demands, organizations must ensure that their services are not only high-quality but also scalable and resilient.
Service Capacity Management is a critical capability that enables organizations to plan, monitor, and optimize the capacity of their services to meet both current and future needs. This two-day program provides participants with essential knowledge and practical tools to effectively manage service capacity, ensuring operational excellence, customer satisfaction, and long-term sustainability
By joining this program, participants will:
Participants who complete the program will receive an official Certificate of Attendance issued by PDCA Learning, recognizing their achievement and dedication to service excellence.
This course is ideal for:
• Service managers and team leaders
• Operations and quality officers
• Service delivery and support professionals
• Business continuity and risk management specialists
• Anyone involved in service design, planning, or improvement
By the end of this program, participants will be able to:
– Understand key principles and importance of service capacity management.
– Analyze current service capacity and identify gaps and improvement opportunities.
– Design and apply capacity plans aligned with service delivery goals.
– Monitor performance and adjust capacity strategies proactively.
– Integrate capacity management into broader service management frameworks.
🔹 Introduction to Service Capacity Management
• Definitions, scope, and strategic value
• The link between capacity, quality, and customer satisfaction
🔹 Capacity Planning and Forecasting
• Methods for demand forecasting
• Tools for capacity measurement and analysis
🔹 Optimizing and Managing Capacity
• Techniques for balancing capacity and demand
• Managing peaks, bottlenecks, and risks
🔹 Integrating Capacity Management
• Aligning with service level agreements (SLAs)
• Capacity management in service continuity and resilience
Let’s build the future of your organization—together.
Reach out to discover how we can help you achieve sustainable success in your operations.
