Role-Based Programme
RB1241

AI for Service Delivery Management

Smarter Service Operations, SLA Performance & Customer Experience

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Understand how AI can support Service Delivery Management across service operations, SLA monitoring, escalations, customer communication, and reporting.
  • Apply AI to analyse service performance, recurring incidents, delivery bottlenecks, customer concerns, and operational risks.
  • Use AI to improve service reviews, escalation summaries, action tracking, customer updates, and management reporting.
  • Develop practical skills for SLA analysis, root-cause exploration, service improvement, and cross-functional coordination.
  • Understand responsible AI use, confidentiality, service commitments, data quality, governance, and human oversight in service delivery.

Tools covered

Generative AI AssistantsService Performance AnalysisSLA Monitoring SupportIncident & Escalation AnalysisCustomer CommunicationService ReportingRoot-Cause Analysis SupportWorkflow OptimisationKnowledge ManagementContinuous Improvement Planning

Who should attend

  • Service Delivery Managers
  • Senior Service Delivery Managers
  • Service Managers
  • Service Operations Managers
  • Customer Service Delivery Managers
  • IT Service Delivery Managers
  • Technical Service Managers
  • Client Service Managers
  • Service Account Managers
  • Operations Managers
  • Service Excellence Professionals
  • Service Performance Analysts
  • Customer Experience Managers
  • Product / Service Management Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of service delivery, customer operations, or service-management processes
  • Familiarity with SLAs, incidents, escalations, service reviews, or customer communication is helpful
  • Basic analytical, communication, and digital-tool skills
  • No programming or technical AI knowledge required
  • Prior AI-tool experience is helpful but not mandatory

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to service-delivery operations
  • Exploring AI support across monitoring, analysis, communication, reporting, and improvement
  • Distinguishing AI assistance from service-management, monitoring, CRM, and workflow platforms
  • Understanding AI limitations, hallucinations, bias, and service-delivery risks
Practical activities
  • Identifying recurring Service Delivery activities suitable for AI assistance
  • Comparing traditional and AI-assisted service-delivery workflows
  • Mapping AI opportunities across the service-delivery lifecycle

Scenarios

SLA Breach to Service Recovery Plan

SLA Data → Breach Identification → Customer Impact → Incident & Dependency Review → Root-Cause Hypotheses → Recovery Actions → Owners & Timelines → Customer Update

Participants use AI to analyse a sample SLA breach, structure the available evidence, identify improvement actions, and prepare a coordinated service-recovery plan and customer communication.

Monthly Service Data to Executive Service Review

Service Metrics → Incident Trends → SLA Performance → Customer Feedback → Key Risks → Improvement Actions → Action Tracker → Executive Summary

Participants use AI to consolidate sample service-delivery information into a structured service review highlighting performance, risks, customer impact, priorities, and next actions.

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