Service Delivery Manager Complete Guide Training Curriculum
Welcome to the Service Delivery Manager Complete Guide Training Curriculum, a comprehensive and interactive course designed to equip you with the skills and knowledge required to excel as a Service Delivery Manager. Upon completion of this course, you will receive a certificate issued by The Art of Service.Course Overview This course is designed to provide a thorough understanding of the principles and practices of service delivery management. The curriculum is organized into 8 chapters, covering 80+ topics, and is delivered through a combination of engaging and interactive content, including: - Video lessons
- Case studies
- Group discussions
- Hands-on projects
- Quizzes and assessments
Course Outline Chapter 1: Introduction to Service Delivery Management
- Definition and importance of service delivery management
- Role of a Service Delivery Manager
- Key concepts and terminology
- Service delivery management frameworks and standards
- Industry trends and best practices
Chapter 2: Service Delivery Planning
- Service delivery planning process
- Defining service delivery scope and objectives
- Identifying and assessing service delivery risks
- Developing a service delivery plan
- Establishing service level agreements (SLAs)
Chapter 3: Service Delivery Operations
- Service delivery operations management
- Managing service delivery teams
- Monitoring and controlling service delivery
- Service delivery performance metrics and reporting
- Continuous improvement and optimization
Chapter 4: Service Level Management
- Service level management (SLM) process
- Defining and negotiating SLAs
- Monitoring and reporting on SLA performance
- SLA breach management and escalation
- SLA review and revision
Chapter 5: Service Delivery Governance
- Service delivery governance framework
- Roles and responsibilities in service delivery governance
- Service delivery governance processes and procedures
- Compliance and regulatory requirements
- Risk management and mitigation
Chapter 6: Service Delivery Improvement
- Service delivery improvement methodologies
- Identifying and prioritizing improvement opportunities
- Developing and implementing improvement plans
- Measuring and evaluating improvement effectiveness
- Sustaining and continuously improving service delivery
Chapter 7: Service Delivery Tools and Technologies
- Service delivery management tools and technologies
- IT service management (ITSM) tools
- Service desk and incident management tools
- Project management and collaboration tools
- Emerging trends and innovations in service delivery tools
Chapter 8: Service Delivery Manager Skills and Competencies
- Essential skills and competencies for Service Delivery Managers
- Leadership and management skills
- Communication and stakeholder management skills
- Problem-solving and analytical skills
- Coaching and mentoring skills
Course Benefits Upon completing this course, you will be able to: - Understand the principles and practices of service delivery management
- Develop a comprehensive service delivery plan
- Manage and improve service delivery operations
- Negotiate and manage SLAs
- Govern and control service delivery
- Identify and implement service delivery improvements
- Utilize service delivery tools and technologies effectively
- Develop essential skills and competencies for Service Delivery Managers
Certification Upon completion of this course, you will receive a certificate issued by The Art of Service, demonstrating your expertise and commitment to service delivery management.
Course Features - Interactive and engaging content
- Comprehensive and up-to-date curriculum
- Practical and real-world applications
- Expert instructors
- 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
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Chapter 1: Introduction to Service Delivery Management
- Definition and importance of service delivery management
- Role of a Service Delivery Manager
- Key concepts and terminology
- Service delivery management frameworks and standards
- Industry trends and best practices
Chapter 2: Service Delivery Planning
- Service delivery planning process
- Defining service delivery scope and objectives
- Identifying and assessing service delivery risks
- Developing a service delivery plan
- Establishing service level agreements (SLAs)
Chapter 3: Service Delivery Operations
- Service delivery operations management
- Managing service delivery teams
- Monitoring and controlling service delivery
- Service delivery performance metrics and reporting
- Continuous improvement and optimization
Chapter 4: Service Level Management
- Service level management (SLM) process
- Defining and negotiating SLAs
- Monitoring and reporting on SLA performance
- SLA breach management and escalation
- SLA review and revision
Chapter 5: Service Delivery Governance
- Service delivery governance framework
- Roles and responsibilities in service delivery governance
- Service delivery governance processes and procedures
- Compliance and regulatory requirements
- Risk management and mitigation
Chapter 6: Service Delivery Improvement
- Service delivery improvement methodologies
- Identifying and prioritizing improvement opportunities
- Developing and implementing improvement plans
- Measuring and evaluating improvement effectiveness
- Sustaining and continuously improving service delivery
Chapter 7: Service Delivery Tools and Technologies
- Service delivery management tools and technologies
- IT service management (ITSM) tools
- Service desk and incident management tools
- Project management and collaboration tools
- Emerging trends and innovations in service delivery tools
Chapter 8: Service Delivery Manager Skills and Competencies
- Essential skills and competencies for Service Delivery Managers
- Leadership and management skills
- Communication and stakeholder management skills
- Problem-solving and analytical skills
- Coaching and mentoring skills