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Service Delivery Management Best Practices and Essentials

Service Delivery Management Best Practices and Essentials

$199.00
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Service Delivery Management Best Practices and Essentials Course Curriculum



Course Overview

The Service Delivery Management Best Practices and Essentials course is designed to provide participants with a comprehensive understanding of the principles, processes, and best practices involved in delivering high-quality services. Upon completion of this course, participants will receive a certificate issued by The Art of Service, recognizing their expertise in Service Delivery Management.



Course Objectives

  • Understand the fundamentals of Service Delivery Management
  • Learn how to design and implement effective service delivery processes
  • Develop skills to manage and improve service delivery performance
  • Understand the importance of customer satisfaction and loyalty
  • Learn how to measure and analyze service delivery metrics


Course Outline

Module 1: Introduction to Service Delivery Management

  • Definition and importance of Service Delivery Management
  • Service Delivery Management framework
  • Key concepts and terminology
  • Benefits of effective Service Delivery Management

Module 2: Service Delivery Processes

  • Service request management
  • Service catalog management
  • Service level management
  • Capacity and availability management
  • IT service continuity management

Module 3: Service Delivery Best Practices

  • ITIL (Information Technology Infrastructure Library) principles
  • COBIT (Control Objectives for Information and Related Technology) framework
  • ISO/IEC 20000 standard
  • Service Delivery Management maturity models

Module 4: Customer Satisfaction and Loyalty

  • Understanding customer needs and expectations
  • Measuring customer satisfaction
  • Improving customer satisfaction and loyalty
  • Customer retention strategies

Module 5: Service Delivery Metrics and Reporting

  • Key performance indicators (KPIs) for Service Delivery Management
  • Service level agreements (SLAs) and operational level agreements (OLAs)
  • Service Delivery Management reporting and dashboards
  • Data analysis and interpretation

Module 6: Service Delivery Improvement

  • Identifying areas for improvement
  • Prioritizing and planning improvements
  • Implementing and measuring improvements
  • Continual service improvement (CSI) principles

Module 7: Service Delivery Management Tools and Technologies

  • Service management software
  • IT service management (ITSM) tools
  • Service desk and incident management tools
  • Reporting and analytics tools

Module 8: Implementing Service Delivery Management

  • Developing a Service Delivery Management strategy
  • Creating a Service Delivery Management plan
  • Implementing Service Delivery Management processes
  • Monitoring and evaluating Service Delivery Management performance

Module 9: Service Delivery Management Case Studies

  • Real-world examples of Service Delivery Management implementation
  • Lessons learned and best practices
  • Group discussions and analysis


Course Features

  • Interactive and engaging learning experience
  • Comprehensive and up-to-date course content
  • Personalized learning approach
  • Practical and real-world applications
  • High-quality content and expert instructors
  • Certification upon completion
  • Flexible learning options
  • User-friendly and mobile-accessible course platform
  • Community-driven discussion forums
  • Actionable insights and hands-on projects
  • Bite-sized lessons and lifetime access
  • Gamification and progress tracking


Course Benefits

  • Improved knowledge and skills in Service Delivery Management
  • Enhanced career prospects and opportunities
  • Increased confidence in managing service delivery processes
  • Better understanding of customer needs and expectations
  • Improved service delivery performance and customer satisfaction
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