Course : ITSM, Delivery Manager
Practical course - 3d
- 21h00 - Ref. IDG
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 | Adapting your posture (technical to service) |
| Manage a service provider or internal customer on the basis of a contract (SLA/LOA) |
| Improve your ability to communicate with all stakeholders |
| Adapting a common process-based approach |
Intended audience
Technical or functional managers, account managers.
Prerequisites
ITIL Foundation certification.
Practical details
Hands-on work
MCQs, case studies, practical exercises...
Teaching methods
Documentation and training aids, practical application exercises and answer keys for practical courses and case studies.
Course schedule
1 Introduction to Service Level Management (SLM)
- Vocabulary: service catalog, service requirements and levels, service level agreement (SLA).
- Fields of application.
- Success factors.
- What is a delivery manager?
Exercise
Understand and apply the concepts of service level management. Mind map of what a delivery manager is. End-of-module MCQ.
2 SLM requirements, key concepts and activities
- Service level management requirements.
- Key SLM concepts.
- Service portfolio versus service catalog.
- The different types of contract (SLA, OLA, UC) and their relationships.
- Presentation of SLM activities.
- Service level agreement management activities.
- Supervision of service levels and quality.
Group discussion
What types of contract exist in your organization? Are they respected? What are the main challenges encountered in managing SLAs? End-of-module quiz.
3 Value creation and related practices
- Service catalog management (purpose, activities and outlook).
- Service request management (purpose, guidelines).
- Service level agreement management activities: definition of customer requirements.
- Viability analysis, SLA drafting, SLA negotiation and signature.
- SLA communication and implementation, SLA review, SLA renewal, SLA withdrawal.
- Requirements for successful SLAs.
- ALS Watermelon.
- Roles and responsibilities in the delivery manager's value creation process.
- Roles and responsibilities in value creation for other players (customers/users, suppliers).
- Roles and responsibilities in supervising service levels and quality.
Exercise
Based on the scenario and SLA model provided, draw up the SLA and negotiate its content. How do the situations provided influence the definition of an SLA? End-of-module quiz.
4 Supervision, service quality and related practices
- Measurement and reporting.
- Customer involvement and feedback.
- Customer and user satisfaction survey.
- Ongoing control of service quality.
- Service reviews.
- Dashboard, metrics and service quality report.
- Roles and responsibilities in supervising service levels and quality.
Exercise
In each of the cases provided, indicate the roles and responsibilities for managing SLAs and overseeing service levels and quality. Exchange between participants on existing metrics and dashboards within their organizations. End-of-module quiz.
5 Practices to help provide services
- Service Center
- Incident, problem and change management.
- Supplier management.
- Relationship management.
- Production release management.
- Deployment management.
- Enabling changes.
- Links with service level management and delivery manager.
Exercise
Diagram the interactions between these different practices. Specify the posture of the delivery manager for each of them. End-of-module quiz.
6 Tools, technologies and innovation
- Information used for service level management.
- Tools for monitoring and analyzing service use.
- Analysis and reporting tools.
- Service catalog tools.
- Social media.
- Artificial intelligence (AI).
Exercise
Identify key tools and their functionality. Propose the most suitable tools/products known on the market. Discuss potential challenges related to automation and AI. End-of-module quiz.
Customer reviews
5 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
PATRICK L.
10/12/25
5 / 5
I was very satisfied with the content, the training really lived up to my expectations, despite my misgivings when I requested this training from my company, and it really complements the ITIL 4 CDS training that I did recently.
NICOLAS R.
03/12/25
5 / 5
The content was very good and in line with my expectations. Wilfried was a great teacher, with clear examples, lots of discussion and perspective on real-life situations. He used our case studies to adapt and illustrate the content of his course, which added real value. It was perfect!
NELLY I.
20/10/25
5 / 5
Clear, concise content with a real focus on the SDM role
PARTICIPANTS
Technical or functional managers, account managers.
PREREQUISITES
ITIL Foundation certification.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Technical or functional managers, account managers.
PREREQUISITES
ITIL Foundation certification.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
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