Managed Services Operations and Service Delivery Excellence
3 DAYS
INSTRUCTOR LED WORKSHOP
“OUR COURSES CAN BE SPECIALLY TAILORED TO ADDRESS YOUR REQUIREMENT – TELECONTRAN”
COURSE OBJECTIVES
To support the digital transformation journey, organizations need to establish a robust service management framework as the foundation for aligning their service platforms with broader strategic business objectives. Effective managed operations enable organizations to deliver reliable, customer-centric, and high-quality services through standardized service management practices, proactive service assurance, intelligent automation, and continuous service improvement. This approach enhances operational efficiency, ensures SLA compliance, improves customer experience, and creates sustainable business value in an increasingly digital and service-driven environment.
Telecontran’s Workshop on Managed Services Operations and Service Delivery Excellence covers managed services strategy, service delivery excellence, operational governance, commercial management, digital transformation and emerging technologies along with real world case studies.
After successful completion of this course participants will be able to:
- Design and manage effective managed service operations by developing customer-centric managed service strategies and service portfolios.
- Apply industry best practices for service delivery and operational excellence.
- Illustrate effective SLA, KPI, governance and customer success frameworks to measure operational performance.
- Strengthen customer engagement, commercial management and service governance.
- Improve operational efficiency through standardized service management processes and leveraging cloud technologies, automation, AI and digital transformation initiatives.
COURSE CURRICULUM
This workshop is specifically designed for Service Delivery Managers, Operations Managers, NOC Managers and Engineers, Managed Services Engineers, Cloud Operations Engineers, ICT Operations Professionals, Technical Support Engineers, Project Managers, Enterprise Service Managers, Team Leaders and Supervisors from different ICT and Telecom companies, in particular, the organizations that are involved in managed services and outsourcing.
Introduction to Managed Services
- Evolution from Telecommunications to Managed Services
- Global Trends in Managed Services
- Drivers for Business Transformation
- Managed Services Business Models
- Types of Managed Services
- Enterprise ICT Managed Services
- Roles and Responsibilities within Managed Service Organizations
- Managed Services in Telecom fields: Network Monitoring, Remote Help Desk, Vendor Management
Digital Business Transformation
- Digital Transformation Framework
- Organizational Transformation
- Building Digital Capabilities
- Change Management
- Customer-Centric Service Design
Managed Service Delivery and Operational Processes
- Managed Service Delivery Lifecycle
- Service Transition and Customer Onboarding
- Service Operations
- Incident, Problem and Change Management
- Service Request Fulfillment
- Configuration and Knowledge Management
- Service Acceptance and Operational Handover
Service Level Management
- SLA Development
- Operational Level Agreements (OLA)
- KPI Design
- Service Quality Metrics
- Customer Performance Reporting
- Service Review Meetings
- Continuous Performance Monitoring
Commercial Management
- Commercial Principles of Managed Services
- Contract Lifecycle Management
- Service Cost Optimization
- Profitability Management
- Resource Planning
- Capacity Planning
- Service Financial Management
- Customer Retention Strategies
- Business Growth Opportunities
Governance, Risk and Compliance
- Managed Services Governance Framework
- Vendor and Partner Management
- Multi-Vendor Service Integration
- Risk Assessment
- Regulatory Compliance
- Information Security Governance
- Business Continuity Planning
- Disaster Recovery Strategy
Digital Technologies for Managed Services and Intelligent Operations
- Cloud Service Delivery Models
- Hybrid Cloud Operations
- Virtualization Technologies
- SDN and NFV
- Infrastructure Monitoring
- Managed Security Services
- Data Centre Operations
- Service Desk Optimization
- AI in Service Management
- Automation and Orchestration
- AIOps Concepts
- Predictive Analytics
- Intelligent Monitoring
Customer Experience and Continuous Service Improvement
- Customer Journey Mapping
- Customer Experience (CX)
- Customer Success Management
- Complaint Resolution
- Continuous Service Improvement (CSI)
- Operational Performance Improvement
- Root Cause Analysis
- Lean Service Operations
- Service Innovation
- Service Quality Management
Strategic Outlook for Managed Services
- Future Industry Trends
- New Revenue Opportunities
- Future Workforce and Leadership
- Customer-Centric Service Innovation
- Building a Sustainable Managed Services Organization
Case Study: Transitioning a Telecommunications Operator into a Managed Services Provider
TRAINING/WORKSHOP | DURATION | TRAINING DATE | LOCATION |
Managed Services Operations and Service Delivery Excellence | 3 Days |
OUR HAPPY CLIENTS
WHAT OUR CLIENTS SAY ABOUT TELECONTRAN !!
Regulatory issues on each of the topics have been provided with proper explanation and detailed training note.
The whole course content on BIG DATA Analytics and how the course was outlined and the way it was presented, all in all it was awesome.
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Content of the course covers well in the area of Project Management.
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