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BENEFITS OF 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
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Source: Best Practices in Service Management PowerPoint Slides: Service Delivery Management PowerPoint (PPTX) Presentation, Tarek Darwish, Sr. Consultant & Trainer
OVERVIEW
Tarek Darwish, M. Sc, PMP-ATP®, PMI-SP®, SFC, P6.
Senior Management Consultant & Trainer
Mr.
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Service Management ITIL ITSM Information Technology Project Management Change Management Problem Management Configuration Management Incident Management Business Framework PowerPoint Diagrams Process Improvement Balanced Scorecard Feasibility Study ISO 20000 Access Management M&A (Mergers & Acquisitions)
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