Service Delivery Management (PowerPoint PPTX)

BENEFITS OF DOCUMENT

1. Provides a framework for service delivery management
2. Provides an overview of the soft skills a service delivery manager needs
3. Provides a guideline on a service delivery process design

DESCRIPTION

This product (Service Delivery Management) is a 70-slide PPT PowerPoint presentation (PPTX), which you can download immediately upon purchase.

Outline
•  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

This comprehensive Service Delivery Management PPT is structured to provide a deep dive into the essential aspects of SDM. The agenda spans three days, covering the introduction to SDM, the role of the SDM Manager, and critical processes and procedures. Day 1 focuses on foundational knowledge, while Day 2 delves into SLA, OLA, UC, and QoS, and Day 3 addresses incident management and continuous improvement. This structured approach ensures a thorough understanding of the subject matter.

The PPT also emphasizes the importance of understanding your customer, with activities designed to identify and analyze customer types and behaviors. It includes practical tools and techniques for incident resolution, such as incident management policies and escalation standards. The section on critical success factors highlights maintaining service quality and customer satisfaction, ensuring that incidents are resolved within established service times. This PPT is an invaluable resource for anyone looking to excel in service delivery management.

Source: Best Practices in Service Management PowerPoint Slides: Service Delivery Management PowerPoint (PPTX) Presentation, Tarek Darwish, Sr. Consultant & Trainer