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ITSM Delivery Manager: mastering service level management (SLM)
Your digital services should be managed for the value they deliver to users. With ITSM, clarify expectations, commitments and service monitoring with stakeholders. Develop an approach that makes variances visible and builds more coherent service relationships.
- Duration
- 3 days 21 hours
- Code
- ITSMDMFR Code
Presentation
In an IT environment where quality and customer satisfaction are paramount, mastering service level management as an ITSM Delivery Manager is crucial. Service Level Agreements (SLAs) define customer expectations, Operational Level Agreements (OLAs) support internal collaboration, and the Delivery Manager oversees these agreements to optimise service quality. Together, they enable comprehensive IT service management.
This 3-day course provides an in-depth introduction to the ITSM Delivery Manager role. You will begin with ITIL 4 fundamentals and key IT service management concepts. You will then explore service level management, learning to define, negotiate and implement effective SLAs and OLAs. Finally, you will discover best practices for overseeing service quality, managing incidents and changes, and improving communication with customers and suppliers.
Throughout the course, practical exercises, case studies and negotiation simulations strengthen your understanding and mastery of the topics covered.
Objectives
By the end of this ITSM Delivery Manager course, you will be able to:
- master IT service management as a Delivery Manager through a service-focused approach, effective SLA/OLA management and improved stakeholder communication;
- understand customer and user needs in depth and direct actions towards quality service delivery;
- define, negotiate, implement and monitor service level agreements with external providers and internal customers;
- improve communication to support stakeholder collaboration and manage crises effectively;
- promote standardised, collaborative processes for consistent, effective service management;
- actively communicate ITSM principles and best practices to teams and customers.
Program
Module 1: establishing SLM foundations
- Introduction to the Delivery Manager's role in ITSM.
- Key terminology: service catalogue, requirements, service levels and service level agreements.
- SLM principles and scope.
- Success factors for effective service level management.
Practical work:
- Apply SLM concepts, create mind maps and complete multiple-choice assessments.
Module 2: defining and implementing service agreements (SLA/OLA)
- Identifying SLM requirements and key concepts.
- Distinguishing service portfolios from service catalogues.
- Service contract types: SLA, OLA and UC, and their interrelationships.
- Activities for managing service level agreements and monitoring service quality.
Case study and assessment quiz:
- Analyse existing contracts and challenges encountered.
Module 3: creating value through service management
- Managing the service catalogue and service requests.
- The SLA definition, negotiation and implementation process.
- Delivery Manager and stakeholder roles and responsibilities.
- Techniques for successful SLAs: avoiding watermelon SLAs.
Practical work and assessment quiz:
- Draft and negotiate SLAs based on scenarios.
Module 4: monitoring and improving service quality
- Service performance measurement and reporting.
- Collecting customer feedback and satisfaction surveys.
- Continuous service quality monitoring and service reviews.
- Using dashboards and metrics to monitor quality.
Practical work and assessment quiz:
- Identify roles and responsibilities.
- Discuss metrics.
- Create dashboards.
Module 5: integrating ITSM practices to optimise service delivery
- The role of the service desk and incident, problem and change management.
- Supplier, relationship and release management.
- Connections between ITSM practices and the Delivery Manager role.
Practical work and assessment quiz :
- Map interactions between practices.
- Define the Delivery Manager's approach.
Module 6: using ITSM tools, technologies and innovations
- Using information, tools and technologies for service level management.
- Monitoring, analysis and reporting tools.
- Exploring service catalogue tools, social media and artificial intelligence.
Practical work and assessment quiz:
- Identify and evaluate tools, and discuss automation and AI challenges.
Audience
This course is intended for:
- current and aspiring ITSM Delivery Managers seeking service management best practices and effective service contract management;
- IT service managers and service delivery managers seeking deeper SLA/OLA understanding and better service quality through a value-focused approach;
- project managers involved in IT service delivery wishing to strengthen service management and stakeholder communication skills to support successful service projects;
- IT support and service management team members seeking to understand the Delivery Manager role and contribute to continuous service quality improvement;
- supplier management professionals wishing to improve SLA and OLA management skills.
Prerequisites
This course requires the following prerequisites:
- ITIL 4 Foundation certification: holding ITIL 4 Foundation certification is essential for a thorough understanding of the ITSM concepts and practices covered. It provides a solid IT service management foundation.
- IT service management experience: prior experience is strongly recommended to understand the challenges and apply concepts to practical situations.
- Basic project management knowledge: familiarity with project management principles is an advantage, as Delivery Managers are often involved in service project implementation.
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
- Quiz / multiple-choice questions
- Practical exercises
- Case study
Course highlights
- Expert trainers: substantial practical IT service management experience, particularly as Delivery Managers, and proven ITSM teaching skills.
- Comprehensive, up-to-date training: master the Delivery Manager role from ITIL 4 fundamentals to advanced SLM strategies. The program is regularly updated with recent ITIL versions, service management best practices and innovative tools.
- 80% practical: apply new knowledge in a realistic environment through case studies, SLA negotiation simulations and problem-solving exercises reviewed as a group.
- Interactive, personalised learning: discussion and collaborative learning, with individual trainer follow-up to answer questions and support progress throughout.
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.
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