Service Delivery Management Certification
About Service Delivery Management
Service delivery management is the process of planning, designing, delivering, and controlling the service process and service outcome, to meet the needs of customers and stakeholders. It is the process of ensuring that services are delivered in a timely, efficient, and effective manner, and that they meet the needs and expectations of customers. Service delivery management involves a number of key activities such as service design, service level management, incident management, and service reporting. It also involves managing the service delivery team and ensuring that the service is delivered in accordance with the service level agreement (SLA). This includes managing the service delivery process, managing the service delivery team, and ensuring that the service is delivered in accordance with the service level agreement (SLA).
Who should take the Service Delivery Management Certification exam?
A Service Delivery Management course would be beneficial for professionals involved in the management of service delivery processes. This can include IT service managers, customer service managers, and operations managers. The course would cover topics such as service level management, incident management, problem management, and change management. It would also provide practical training in implementing and managing service delivery processes using industry best practices and frameworks such as ITIL, COBIT, and ISO 20000.
Service Delivery Management Certification Course Outline
Service delivery management is the process of planning, implementing, delivering, and improving services to meet the needs of customers. Some common topics that might be covered in a course on service delivery management include:
Service management frameworks, such as ITIL (Information Technology Infrastructure Library) and COBIT (Control Objectives for Information and related Technology)
Service design and service transition, including service level agreements (SLAs) and service level management
Service operation and incident management
Capacity planning and service continuity
Service level reporting and service level management
IT service management (ITSM) best practices and industry standards
Problem management and root cause analysis
Change management and how changes to services are handled
Configuration management and how IT assets are tracked and managed
Service delivery performance metrics and how they are used to measure the success of service delivery
Service delivery improvement and how to continuously improve services
Service delivery governance, including compliance and regulatory requirements