Professional Service Delivery Manager

Current Status
Not Enrolled
Price
R67250
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The Professional Service Delivery Manager designation is a composite management development programme consisting of the following role-based training courses:

  • Service Delivery roles
    • Service Level Manager
    • Service Catalog Manager
    • Supplier Manager
    • Business Relationship Manager
  • Management Skills
    • A survival guide to IT audits
    • Conflict Resolution
    • Total Cost of Ownership

Duration

This management programme is a hybrid of self-study and live workshops. It is run over 12-18 months.

The Professional Service Delivery Manager

This self-paced, online course explores the principles and practices relating to the Service Catalog, Service Level Agreements and supporting Operational Level Agreements. It provides no-nonsense guidance on how to :

  • Understand customer requirements
  • Design a Service Catalog which matches customer needs
  • Design better Service Level Agreements
  • Provide insightful monthly reports
  • Identify opportunities for Service Improvement

The course will equip you with the practical advice to improve your customers experience. Your knowledge will be tested by means of an online exam which earns you the Professional Service Manager certificate.

Intended audience

This course is aimed at enterprise IT Managers who are responsible for designing and delivering services:

  • Service Level Managers
  • Service Catalog Managers
  • Service Desk Managers
  • Service Delivery Managers
  • Service Support Managers
  • Business Relationship Managers

Exam format

Once you have completed all the modules, you will be given an opportunity to complete a fast-paced exam to test your knowledge:

  • 10 multiple-choice questions chosen at random from a bank of questions
  • 60 minutes
  • You may attempt the exam as many times as you wish
  • A score of 9/10 (90%) is required to pass the exam
  • This is an open-book exam and you may reference your notes
  • No invigilator is required

Certificate

Once you have successfully completed and passed the exam, you will automatically receive:

  • The Professional Service Delivery Manager certificate

Learning Outcomes

  • Understand the principles and practices of Service Catalog Management
  • Understand the role and responsibilities of the Service Catalog Manager
  • Understand the principles and practices of Service Level Management
  • Understand the role and responsibilities of the Service Level Manager
  • Understand the principles and practices of Business Relationship Management
  • Understand the role and responsibilities of the Business Relationship Manager
  • Apply the described methods in the workplace

Course Content

Expand All
Key Concepts
Designing Better Services
The Four Stages of a Service
Service Catalog Management
Service Level Management
Service Reporting
Service Improvement
Business Relationship Management
The Commercial Perspective
Examination