IT Service Delivery Manager Workshop Training Course

Course Outline

Our experienced tutors will identify all of your individual learning objectives and ensure that they are addressed over the Workshop. The Workshop is based upon a set of generic SDM role, which will vary from organisation to organisation.

As a minimum these key topics that will be covered in our IT Service Delivery Manager Workshop:

• Introduction
  • Domestics
  • Introductions
  • Exercise or a ‘sharing session’ about what the SDM role encompasses within the various delegates organisations
  • Course timetable
• Who is the Customer?
• What is a Service?
• The Service Lifecycle
• History of Service Delivery Management (where did it come from?)
• Goals and Objectives of SDM
• 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