Service Delivery Management

Service Delivery Management


In today’s competitive environment service management professionals must be able to define and communicate the value of their services to external and internal stakeholders. The purpose of this blended learning experience is to equip service managers and professionals with the skills that are necessary to excel in their roles.

The course addresses today’s challenges like understanding the business value of services, understanding financials, creating the business case for service investments, managing risks, increasing agility, finding the right customer contacts and negotiating effectively with them, cooperating with design, development and operations teams to ensure value is delivered throughout the service value chain.

The content and terminology of this training course is fully aligned with ITIL 4, the most popular service management framework.


Target Audience

• Service Delivery Managers
• Business Relationship Managers
• Service Level Managers
• Service Design Specialists or Architects
• Service Managers or any professional in a strategic or client-facing role


Course Content

• Interview with candidates/manager before confirming enrollment (included in attendance fee)
• Business analysis
• User experience design
• Business case and project initiation
• Service financials
• Business relationship management
• Service level management
• Negotiation skills
• Solution sales skills
• Agile frameworks, behaviors and techniques
• 2 individual coaching/follow-up sessions (included in attendance fee)

SDM Course Information

  • Basics

    Duration:           4x2 days + follow-up

    Format:              25% lecture, 75% practice

    Language:          English or Hungarian

  • Prerequisites

    Experience in management of IT services.
    Knowledge of business analysis is an advantage but not required.

  • Pricing

    Price includes interviews, classroom sessions, pre-reading and coaching.

  • Further Learning

    • Business Analysis
    • ITIL Foundation, ITIL Practitioner
    • ITIL Service Strategy, ITIL Service Design, ITIL Service Offerings and Agreements
    • Management of Risk (M_o_R)

Upcoming sessions

07 October 19 - 10 December 19
(4*2 days)

About SME Framework

The Service Management Excellence Framework is a unique individual development program, specifically designed to meet the job role requirements of Service Delivery Managers, Transition Managers and Operations Managers working in shared service centers and for IT service providers. It consists of practical classroom sessions, self-study, assignments to be completed between sessions, follow-up and coaching. Though it is linked to internationally recognized best practice frameworks like ITIL, M_o_R and PRINCE2, it is not a prerequisite to hold any of these certificates and this program is not intended to prepare to these exams. It rather focuses on the behaviors and techniques of applying these frameworks in practice.

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about the SME Framework?

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