Service Delivery Management Certification Course Curriculum
Course Overview The Service Delivery Management Certification Course is a comprehensive program designed to equip participants with the knowledge, skills, and best practices required to effectively manage service delivery. Upon completion, participants will receive a certificate issued by The Art of Service.
Course Outline Module 1: Introduction to Service Delivery Management
- Definition and importance of service delivery management
- Key concepts and principles of service delivery management
- Service delivery management frameworks and models
- Benefits and challenges of effective service delivery management
Module 2: Service Delivery Management Processes
- Service level management
- Service catalog management
- Service request management
- Incident and problem management
- Change and release management
Module 3: Service Delivery Management Best Practices
- ITIL (Information Technology Infrastructure Library) best practices
- COBIT (Control Objectives for Information and Related Technology) framework
- ISO/IEC 20000 standard for service management
- Service delivery management maturity models
Module 4: Service Level Management
- Service level agreements (SLAs)
- Operational level agreements (OLAs)
- Underpinning contracts (UCs)
- Service level management process
- Service level reporting and monitoring
Module 5: Service Catalog Management
- Service catalog definition and purpose
- Service catalog management process
- Service catalog design and implementation
- Service catalog maintenance and updates
Module 6: Service Request Management
- Service request definition and types
- Service request management process
- Service request fulfillment
- Service request monitoring and reporting
Module 7: Incident and Problem Management
- Incident management process
- Problem management process
- Incident and problem management best practices
- Incident and problem management tools and techniques
Module 8: Change and Release Management
- Change management process
- Release management process
- Change and release management best practices
- Change and release management tools and techniques
Module 9: Service Delivery Management Tools and Technologies
- Service management software
- IT service management (ITSM) tools
- Service desk tools
- Reporting and analytics tools
Module 10: Service Delivery Management Metrics and Reporting
- Service delivery management metrics
- Service level reporting
- Performance reporting
- Dashboard and scorecard development
Module 11: Service Delivery Management Implementation and Improvement
- Service delivery management implementation roadmap
- Service delivery management improvement strategies
- Continuous improvement and service delivery management
- Service delivery management maturity assessment
Course Features - Interactive and engaging learning experience
- Comprehensive coverage of service delivery management topics
- Personalized learning approach
- Up-to-date content and best practices
- Practical and real-world applications
- High-quality content and expert instructors
- Certification upon completion
- Flexible learning options
- User-friendly and mobile-accessible 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 professional development
- Increased confidence in managing service delivery
- Better understanding of service delivery management best practices
- Improved ability to design and implement effective service delivery management processes
- Certificate issued by The Art of Service upon completion
,
Module 1: Introduction to Service Delivery Management
- Definition and importance of service delivery management
- Key concepts and principles of service delivery management
- Service delivery management frameworks and models
- Benefits and challenges of effective service delivery management
Module 2: Service Delivery Management Processes
- Service level management
- Service catalog management
- Service request management
- Incident and problem management
- Change and release management
Module 3: Service Delivery Management Best Practices
- ITIL (Information Technology Infrastructure Library) best practices
- COBIT (Control Objectives for Information and Related Technology) framework
- ISO/IEC 20000 standard for service management
- Service delivery management maturity models
Module 4: Service Level Management
- Service level agreements (SLAs)
- Operational level agreements (OLAs)
- Underpinning contracts (UCs)
- Service level management process
- Service level reporting and monitoring
Module 5: Service Catalog Management
- Service catalog definition and purpose
- Service catalog management process
- Service catalog design and implementation
- Service catalog maintenance and updates
Module 6: Service Request Management
- Service request definition and types
- Service request management process
- Service request fulfillment
- Service request monitoring and reporting
Module 7: Incident and Problem Management
- Incident management process
- Problem management process
- Incident and problem management best practices
- Incident and problem management tools and techniques
Module 8: Change and Release Management
- Change management process
- Release management process
- Change and release management best practices
- Change and release management tools and techniques
Module 9: Service Delivery Management Tools and Technologies
- Service management software
- IT service management (ITSM) tools
- Service desk tools
- Reporting and analytics tools
Module 10: Service Delivery Management Metrics and Reporting
- Service delivery management metrics
- Service level reporting
- Performance reporting
- Dashboard and scorecard development
Module 11: Service Delivery Management Implementation and Improvement
- Service delivery management implementation roadmap
- Service delivery management improvement strategies
- Continuous improvement and service delivery management
- Service delivery management maturity assessment
Course Features - Interactive and engaging learning experience
- Comprehensive coverage of service delivery management topics
- Personalized learning approach
- Up-to-date content and best practices
- Practical and real-world applications
- High-quality content and expert instructors
- Certification upon completion
- Flexible learning options
- User-friendly and mobile-accessible 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 professional development
- Increased confidence in managing service delivery
- Better understanding of service delivery management best practices
- Improved ability to design and implement effective service delivery management processes
- Certificate issued by The Art of Service upon completion
,
- Improved knowledge and skills in service delivery management
- Enhanced career prospects and professional development
- Increased confidence in managing service delivery
- Better understanding of service delivery management best practices
- Improved ability to design and implement effective service delivery management processes
- Certificate issued by The Art of Service upon completion