IT Service Delivery Manager Workshop
Two days

The role of the Service Delivery Manager has been around for decades. Over this period with changes to technology and the way services are delivered, changing customer relationships and expectations the role has obviously grown in complexity and responsibility. Until now there has been little to no...  READ MORE

Price: £495.00  *

  • Ref:WS-SDM

* Price excludes VAT which will be added at the prevailing rate.

IT Service Delivery Manager Workshop

Introduction

The role of the Service Delivery Manager has been around for decades. Over this period with changes to technology and the way services are delivered, changing customer relationships and expectations the role has obviously grown in complexity and responsibility. Until now there has been little to no formal training for the Service Delivery Manager. The Service Delivery Manager Workshop was created to fill the needs of SDMs working in a wide range of organisations.

The Service Delivery Manager Workshop is based upon a mixed set of generic SDM roles and responsibilities, which will obviously vary from organisation to organisation. The 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.The workshop covers all of the basic SDM skills and competencies plus all of the add-ons.

The workshop can also be tailored for individual organisation needs and run as an on-site course.

At the start of the course our Expert trainer will identify all of the individual learning objectives of the delegates and ensure that they are addressed over the 2 days.

Description

This 2 day facilitated 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.

The workshop will take you from understanding your customers need to actual service delivery and on-going support. We will cover current 'Best Practice' frameworks and methodologies and also key communication and negotiation skills and techniques.

About the Course

The Workshop will be fairly free flowing with lots of opportunity to discuss merits and challenges of being a Service Delivery Manager.

This is also an ideal opportunity to network with other Service Delivery Managers and share experiences.

Who Should Attend

The 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 this 2 day workshop extremely useful.

Materials Provided

A full set of materials will be provided for this workshop including:

A comprehensive Workshop folder
Hand-outs
Quick reference guides
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Topics

The course 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 the workshop:

  • Introduction
  • 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
  • Key Responsibilities (core) and other
  • Service Quality
  • Value Chains and Value Networks
  • The Customers perspective
  • Policies and 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 skillset)
    • Customer Service Management
    • Sponsoring and managing meetings
    • Achieving SLA targets
    • Performance Management
    • Communication
    • Monitoring
    • Service Reporting
    • Negotiation
  • Positional and Principled negotiation
  • Influencing skills
  • Contracts and Agreements
  • Techniques and Methods
  • Opportunities, Challenges and Risks
  • Continual Service Improvement
  • Continual Professional Development

Dates For IT Service Delivery Manager Workshop

Heywood (Manchester)

  • 16-17 November 2017
  • To book any of these dates, please see below.

Availability and pricing for IT Service Delivery Manager Workshop:

16-17 November 2017 - Heywood (Manchester)

£495.00