Please login here to save this document to a list.
If you don't have an account, you can register for free here.
$49.99
ALL FEES INCLUDED
| Add to Cart |
HIGHLIGHTS
BENEFITS OF DOCUMENT
DOCUMENT DESCRIPTION
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
Got a question about the product? Email us at [email protected] or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Best Practices in Service Management PowerPoint Slides: Service Delivery Management PowerPoint (PPTX) Presentation, Tarek Darwish, Sr. Consultant & Trainer
ABOUT THE AUTHOR: TAREK DARWISH, SR. CONSULTANT & TRAINER
Tarek Darwish, M.Sc, PMP-ATP®, PMI-SP®, SFC, P6.
Senior Management Consultant & Trainer
Mr.
[read more]
Darwish is a Senior Management Consultant, certified Project Management Professional (PMP) as well as certified Project Scheduling Professional (PMI-SP) and certified in Scrum Foundation SFC, with over 28-years service record in Egypt, Germany, Jordan, Pakistan, Libya, Sudan, Oman, Qatar, KSA, Malaysia, Turkey, UAE, Czech Republic, UK and USA.
Mr. Darwish gained his IB diploma from the United World College of the Adriatic in Northern Italy 1984, Degree in Electronics Engineering 1990 from Egypt and a master's degree in computer science in 2004 from USA. In 2005, He got his PMP certification and kept the certification updated ever since. In 2013 he gained the PMI-SP certification (Project Scheduling Professional). In 2020, Mr. Darwish got his SFC (Scrum Foundation Certified).
He is currently a senior management consultant and trainer, providing consulting and training with leading consulting and training companies in Egypt, the Middle East, US, UK and Europe on a number of management topics, such as; project, program, and risk management, scheduling, planning, controlling, agility, change management, business process improvement, business process re-engineering and leadership.
Mr. Darwish led the digital transformation of the legal departments in Banque Misr, Blom Bank and AUBE bank.
He supported the initiation and planning of the restructuring project in HCMLT (Holding Company for Maritime and Land Transportation)
He supported the planning and controlling of the digital transformation 360 view project in ACA (Administrative Control Authority)
He supported the planning and scheduling of the "Worood City" in Taif, KSA
He led the PMO capacity improvement in ESRINEA
He led the efforts of juwi, the leading German renewable energies company, to assess the Egyptian market's potential and make informed investment decisions.
Mr. Darwish is a visiting lecturer at the University of Middlesex, London, for the BIM (Building Information Modeling) post-graduate program.
He helped setup the strategic PMO unit in Vodafone Egypt and led a change program aimed at implementing standard project management methodologies throughout the company as well as the implementation of strategic and operational balanced scorecards between 2005 and 2007.
He helped IBM Egypt achieve the highest quality rating CMMI level 5 in 2005 and setup the quality assurance department of VIAS (a joint venture between IBM and Valeo). His efforts led Valeo to obtain the CMMI L3 and ISO 9000 certifications.
He led the effort of the Heliopolis American International School to modernize their IT infrastructure and curricula to the highest standards between 2002 and 2004
He is thoroughly experienced in complete product life cycles from concept to upgrade or grandfathering. He led the development and marketing of several electronic products such as; Al-Meshkat and MEMO, the electronic dictionary, between 1998 and 2002.
Mr. Darwish provided IT consultancy to a number of businesses in Germany between 1994 and 1998 such as; Olivetti, Daimler Benz and Vogel tours to help develop their IT infrastructure.
Tarek Darwish, Sr. Consultant & Trainer has published 6 additional documents on Flevy.
DETAILS
File Type: PowerPoint (pptx)
File Size: 7.4 MB
Number of Slides: 70 (includes cover, transition, & marketing slides)
Related Topic(s): Service Management
This business document is categorized under the function(s): Operations Strategy, Marketing, & Sales
It applies to All Industries
Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.
Initial upload date (first version): Sep 20, 2021
Most recent version published: Sep 20, 2021
![]() | Download our free compilation of 50+ Strategy & Transformation slides and templates. Frameworks include McKinsey 7-S Strategy Model, Balanced Scorecard, Disruptive Innovation, BCG Experience Curve, and many more. To receive this free download, enter your email address below and click the "Email Me" button. |
Complete Bundle - BPR, Agility, Change, Project, Service
$99.99
This bundle contains 4 additional documents.
|
"I have used Flevy services for a number of years and have never, ever been disappointed. As a matter of fact, David and his team continue, time after time, to impress me with their willingness to assist and in the real sense of the word. I have concluded in fact that it is not at all just a repository of documents/resources but, in the way that David and his team manage the firm, it is like dealing with consultants always ready to assist, advise and direct you to what you really need, and they always get it right.
I am an international hospitality accomplished senior executive who has worked and lived during the past 35 years in 23 countries in 5 continents and I can humbly say that I know what customer service is, trust me. Aside from the great and professional service that Flevy's team provide, their wide variety of material is of utmost great quality, professionally put together and most current. Well done Flevy, keep up the great work and I look forward to continue working with you in the future and to recommend you to a variety of colleagues around the world." – Roberto Pelliccia, Senior Executive in International Hospitality
|
|
"I have used FlevyPro for several business applications. It is a great complement to working with expensive consultants. The quality and effectiveness of the tools are of the highest standards."
– Moritz Bernhoerster, Global Sourcing Director at Fortune 500
|
|
"As a small business owner, the resource material available from FlevyPro has proven to be invaluable. The ability to search for material on demand based our project events and client requirements was great for me and proved very beneficial to my clients. Importantly, being able to easily edit and tailor the material for specific purposes helped us to make presentations, knowledge sharing, and toolkit development, which formed part of the overall program collateral. While FlevyPro contains resource material that any consultancy, project or delivery firm must have, it is an essential part of a small firm or independent consultant's toolbox."
– Michael Duff, Managing Director at Change Strategy (UK)
|
|
"As a niche strategic consulting firm, Flevy and FlevyPro frameworks and documents are an on-going reference to help us structure our findings and recommendations to our clients as well as improve their clarity, strength, and visual power. For us, it is an invaluable resource to increase our impact and value."
– David Coloma, Consulting Area Manager at Cynertia Consulting
|
|
"As a consultant requiring up to date and professional material that will be of value and use to my clients, I find Flevy a very reliable resource.
The variety and quality of material available through Flevy offers a very useful and commanding source for information. Using Flevy saves me time, enhances my expertise and ends up being a good decision." – Dennis Gershowitz, Principal at DG Associates
|
|
"[Flevy] produces some great work that has been/continues to be of immense help not only to myself, but as I seek to provide professional services to my clients, it give me a large "tool box" of resources that are critical to provide them with the quality of service and outcomes they are expecting."
– Royston Knowles, Executive with 50+ Years of Board Level Experience
|
|
"The wide selection of frameworks is very useful to me as an independent consultant. In fact, it rivals what I had at my disposal at Big 4 Consulting firms in terms of efficacy and organization."
– Julia T., Consulting Firm Owner (Former Manager at Deloitte and Capgemini)
|
|
"As an Independent Management Consultant, I find Flevy to add great value as a source of best practices, templates and information on new trends. Flevy has matured and the quality and quantity of the library is excellent. Lastly the price charged is reasonable, creating a win-win value for the customer, Flevy and the various authors. This is truly a service that benefits the consulting industry and associated clients. Thanks for providing this service. "
– Jim Schoen, Principal at FRC Group
|
![]() Do You Want to Get Lean?
We've assembled 40 Lean Six Sigma guides: Lean Management, Six Sigma, Strategy Planning, Process, and Change Management.
|
![]() Waste Too Much Time on PowerPoint?
Get our FREE PowerPoint Plugin (Flevy Tools) for creating common business diagrams, from Gantt Charts to Harvey Balls.
|
![]() Do You Run a Consulting Firm?
Learn how to level the playing field with global consulting firms, like McKinsey, BCG, Bain, E&Y, and Accenture.
|
![]() Need Help with PowerPoint or Excel?
Have our highly trained staff create the exact documents you need. We offer PowerPoint and Excel document creation services.
|
© 2012-2023 Copyright. Flevy LLC. All Rights Reserved.