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  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


•  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: Service Delivery Management PowerPoint document


Service Delivery Management

Sold by Tarek Darwish, Sr. Consultant & Trainer (this author has 6 documents)


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This business document is categorized under the function(s):

It applies to All Industries

File Type: PowerPoint (pptx)

File Size: 7.4 MB

Number of Slides: 70 (includes cover, transition slides)

Related Topic(s): Service Management

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Initial upload date (first version): Sep 20, 2021
Most recent version published: Sep 20, 2021

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