IT Service Delivery Manager Workshop

DURATION

180 Days

TYPE

No Exam

PRICING

£495 + VAT

Buy Now

IT Service Delivery Manager Workshop

£695 + VAT

IT Service Delivery Manager E-Learning

£495 + VAT

Private Course

Enquire For Price

Trained 50k+ People

Over 100+ Countries

By Specialist Trainers

With Over 20 Years' Experience

Please Note: Full payment is required before you are granted access to our online training courses. After your order has been processed (up to 48 hours), you will receive an email containing the access URL, username and password. The duration of your access starts on the day your order is processed, so we encourage you to work through your online training course with this in mind.

WITHOUT EXAMINATION:

£495 + VAT

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Download Overview

Our IT Service Delivery Manager Workshop will cover all aspects of IT Service Delivery Management from how to get started to more advanced techniques to address ever-growing challenges of ever-increasing service complexity, breadth of integration and customer demand.

Our IT Service Delivery Manager Workshop will also take you from understanding your customers need to actual service delivery and ongoing support. We will cover current 'Best Practice' frameworks and methodologies and also key communication and negotiation skills and techniques.

Our IT Service Delivery Manager Workshop will cover the following topics:

The role of the Service Delivery Manager
Scope of the role
Acting as a bridge between customer and operational delivery teams
Collaborating with senior management
Key Responsibilities (core) and other
Service Quality
End to end service
Value Chains and Value Networks
The Customers perspective Business
Value Utility and Warranty of a service
Value for Money
Perceptions
Policies and Procedures
Escalation procedures
Governance (The importance of compliance)
What processes are involved in the SDM role
Service Level Management
SLAs and OLAs
Business Relationship Management
Incident Management
Problem Management
Change Management
Other process interfaces
Sales and Account Management
Supplier Management and Subcontractors
Financial Management
Skills and Competencies (the required skill set)
Customer Service Management
Building relationships
Sponsoring and managing meetings
Achieving SLA targets
Performance Management
Communication
Getting things done, and making things happen
Communicating across organisational boundaries – from engineers through to senior managers
Verbal communication
Written communication
Presentations
Monitoring
Service Reporting
Service Level Reports
Service Achievement Reports
Balanced Scorecards
‘At a glance’ and RAG reports
Automation
Negotiation
Positional and principled negotiation
Influencing skills
Contracts and agreements
The Internal Customer
The external Customer
Techniques and Methods
On-boarding new customers
Customer Satisfaction
Removing all obstacles to customer satisfaction and / or financial performance
Measuring satisfaction levels
Measuring perceptions
Complaints and complements
Complaint Handling
Working with operations teams to identify and manage service improvement activities
Opportunities, Challenges and Risks
Self Service opportunities and challenges
Continual Service Improvement
SIPs (Service Improvement Plans)
CSIP (Continual Service Improvement Plan)
The CSI process
The CSI Register
Continual Professional Development
The future of the SDM role
Your future

Our IT Service Delivery Manager Workshop is suitable for anyone currently working as a Service Delivery Manager, supervising a number of Service Delivery Managers or anyone aspiring to move into a Service Delivery Manager role. Those wanting to improve their general SDM skills and capabilities will also find our IT Service Delivery Manager Workshop extremely useful.

You will receive full access to our IT Service Delivery Manager Workshop E-Learning course for 180 days.

In order to access our Introduction to the Root Causes Analysis Training, you will need the following:

Email Address
Access To The Internet Via A Browser
Speakers Or Headphones

There are no entry-level requirements for our IT Service Delivery Manager Workshop Course.

There is no recommended reading associated with our IT Service Delivery Manager Training Course.

There is no formal examination or certificate associated with our IT Service Delivery Manager Workshop.

No Exam

A Certificate of Attendance will be sent to you via email after you have completed the training course.

We recommend the following courses after the Service Delivery Manager Workshop:

Please note the ITIL 4 Foundation Certificate is prerequisite for these courses.

Our IT Service Delivery Manager Workshop is suitable for those working in Managed Service Providers with commercial customers and also those working in internal IT teams with internal and external customers, also not for profit organisations.

Why Choose Us?

Become Certified At Your Own Pace

Our online training courses come with 180 days access and there is the option to extend your access for an additional charge.

Track Your Own Learning Progress

You can keep track of your own progression throughout your online training course and ensure continuous improvement.

Hands-On Support & Training Advice

Our Training Experts are always on hand to help you with any questions which may arise on your learning journey.

Learn From Your Mobile Device

Our online training courses be viewed on your mobile device or iPad; with internet access, you can learn on the go or on your lunch break.

Reviews

Purple Griffon recently delivered 2 service management courses for the MOD and we all found it to be a very positive experience. The Company is very professional, with extremely knowledgeable and experienced trainers, who have real world skills.

Garry Jones - Procurement Manager, MOD

It was a beast of a course but very rewarding. Thanks for the assistance around the booking - the customer service was excellent. I no longer have to hide behind my project management team and can say loud and proud I am a PRINCE2® practitioner!

Matthew Slater - Service Delivery Manager, InTechnology

The training was organised well, administrative help was quick and relevant which made the information gathering and training preparations fast & easy. The trainer was knowledgeable and experienced. We’ve received very good feedback.

Karolina Manka - Training Specialist, Accenture

I passed! which I must admit was 100% down to your trainer Bob. He gave us enough stories and tips to get me through it and sometimes the stories sink in better than anything else. Thanks again, I'd definitely use your company again because of him.

Tracy Iqbal - IT Assistant, MacRoberts

Feedback from staff has been positive and you have helped us to effectively embed the ITIL® framework into our working processes and achieve key organisational goals. We look forward to continuing with rest of our ITIL® courses throughout the year.

Max Khalid - ITSM Specialist, London Programme for IT

I have self-funded several courses with Purple Griffon, and passed all of my exams to gain ITIL® Expert accreditation. This wouldn't have been possible without the help from the team and tutors. This makes Purple Griffon my first choice of training provider.

Sarah Jamieson - Individual , Self-Funded

Excellent course material and exercises and discussion facilitate learning in the classroom. Managed to pass all exams of courses taken with Purple Griffon! And I believe on this latest course a 100% pass rate from all delegates on the course!

Rob James - Individual, Self-Funded

Great company and Steve is a really knowledgeable guy as well!

Maurits Van Der Plas - Director, Van Haren Learning Solutions

I could not find any other training exclusively focused on the IT SDM roles and responsibilities elsewhere, making this course possibly the best IT SDM training in the world! I consider this course among the top courses I've had the pleasure of attending.

Michael Hilliker - IT Branch, Gouvernement Du Canada

The free "Introduction To The World Of The Service Desk" provided a great insight into the world of IT Service Management. Excellent slides.

Chinonyerem Mpamah - Learner, Self-Funded

I have been using Purple Griffon since 2013 after taking a course with another company and didn't receive the best experience. Since 2013 I haven't used anyone else. Excellent courses and very personable trainers and high pass rates.

Terry Wilder - Learner, Self-Funded

The Purple Griffon E-Learning study material is very complete, and prepared me for the exam in an excellent way. I am happy to have used the Purple Griffon material and I am planning to do so again in the near future.

Louis Rademaker - Learner, Self-Funded

I've taken classroom training via Purple Griffon and their exceptional team on several occasions. In my case it has been ITIL® based and I can only recommend their services.

David Barrow - Learner, Self-Funded

From what I see the course for CDS is well organised and staff that prepared the materials are really looking for their students to pass the exam with good marks. I wish that whenever I need extra help the staff will help me immediately

Fawaz Yelda - Professional, Control Risks

I got studying material from Purple Griffon and the quality is more than good. Good work!

Sergio Enriquez - Learner, Self-Funded

Very good training provider and the instructor was very knowledgeable

Nigel Rooms - Professional, CDW

Great training - passed my ITIL® exam!

Luca Bakshi - Technical Analyst, Trayport

I found the ITIL® 4 Foundation online training course very good and easy to follow. I think good values.

Keith Brain - Individual, Self-Funded

The Digital Twins Basics Online Workshop (60 Minutes) was simple and the content was easy to understand.

Titilayo Iya Y - Individual, Self-Funded

IT Service Delivery Manager Workshop FAQS

You will have access to our IT Service Delivery Manager Workshop E-Learning Course for 180 days