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Course Title: IT Service Delivery Manager Workshop Course Duration: 2.0 Days

Exam: Not Included Exam Type: No Exam

Qualification: None

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

TEL: +44(0)1539 736 828 | EMAIL: info@purplegriffon.com www.purplegriffon.com

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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

TEL: +44(0)1539 736 828 | EMAIL: info@purplegriffon.com www.purplegriffon.com

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Course 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.

Our IT 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.

Click the 'Service Delivery Manager Quiz' button below to test your knowledge of Service Delivery Manager Best Practices with our
updated Service Delivery Manager Mini Quiz.

Course Description
Our 2-day facilitated 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.

This Workshop will also 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. We
can also tailor the Workshop for individual organisational needs and run as an on-site training course.

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

Audience
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.

Prerequisites
There are no prerequisites required to attend this workshop, however an understanding of basic IT terminology and current IT 'Best
Practice' would be an advantage.

Prereading
There is currently no pre-reading required to attend this Workshop

TEL: +44(0)1539 736 828 | EMAIL: info@purplegriffon.com www.purplegriffon.com

www.purplegriffon.com IT Service Delivery Manager Workshop

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

A comprehensive Workshop folder

Hand-outs
Quick reference guides
Pen with highlighter

Individual Benefits
An improved understanding of your role as a Service Delivery Manager
Increased effectiveness in your role
Improved career progression and salary prospects
Reduced stress levels

Organisational Benefits
More effective Service Delivery Managers
Improved Customer satisfaction
Increase Customer focus
Improved IT and Business alignment
Clear accountability
Improved financial accountability

Exam Overview
There is currently no exam associated with this Workshop

Credits
No PDUs or Credits are currently applied to attendance of the Service Delivery Manager Workshop.

Next Steps
If attending this Service Delivery Manager Workshop has sparked your interest in formal training we can suggest you attend:

The BCS Specialist Certificate In Business Relationship Management

Purple Griffon offer a huge range of courses to enhance and develop you skills and knowledge as part of your continual
professional development.

Summary
This 2-day Service Delivery Manager Workshop will equip you with the core skills and competencies and confidence to become an
effective and efficient Service Delivery Manager.

TEL: +44(0)1539 736 828 | EMAIL: info@purplegriffon.com www.purplegriffon.com