Role-Based Programme
RB1240

AI for Service Delivery Management

Smarter Service Performance, SLA Management & Customer Delivery

IMAGE REQUIRED
Duration
4 Hours
Level
Awareness
Delivery
Instructor-Led
Format
Awareness Session

Programme Objectives

  • Understand how AI can support Service Delivery Management across service performance, SLA tracking, issue management, customer communication, and reporting.
  • Explore practical AI applications for analysing delivery performance, recurring incidents, customer concerns, operational risks, and service trends.
  • Apply structured prompting techniques to create service reviews, escalation summaries, customer updates, and improvement recommendations.
  • Use AI to improve productivity across service governance, performance reporting, stakeholder communication, and continuous improvement.
  • Recognise confidentiality, customer privacy, data quality, contractual sensitivity, and human-review requirements when using AI in Service Delivery Management.

Tools covered

Generative AI AssistantsService Performance AnalysisSLA MonitoringIncident & Escalation AnalysisCustomer CommunicationService ReportingRisk IdentificationProcess ImprovementAI-Powered Documentation & Productivity Tools

Who should attend

  • Service Delivery Managers
  • Senior Service Delivery Managers
  • Service Managers
  • Client Service Managers
  • Customer Delivery Managers
  • Service Operations Managers
  • Service Account Managers
  • Customer Success Managers
  • Service Performance Managers
  • Service Governance Professionals
  • Service Desk Managers
  • Operations Managers
  • Support Delivery Managers
  • Service Quality Professionals
  • Service Delivery Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of service delivery, customer management, or operational processes
  • Familiarity with SLAs, service reports, incidents, escalations, or customer reviews is helpful
  • Basic analytical, communication, and coordination skills
  • No programming or technical AI knowledge required
  • No previous AI-tool experience required

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to Service Delivery Management
  • Exploring AI applications across service performance, SLAs, incidents, customer communication, and reporting
  • Understanding the difference between AI assistance, service automation, analytics, and managerial judgement
  • Recognising AI limitations, hallucinations, incomplete service context, and unsupported recommendations
Practical activities
  • Identifying high-value AI applications across a typical service-delivery workflow
  • Comparing a traditional service-delivery activity with an AI-assisted approach

Scenarios

Applied scenario simulations are tailored based on the client's industry context.

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