Description

Certification Name: Certified Service Delivery Manager

Global Occupational Skill Standard – GOSS ID: GOSS/M/CSDM/V1

Eligibility: Graduation or Equivalent or minimum 2 years of relevant experience (experience-based learners can directly enroll and certify).

Objective: The Certified Service Delivery Manager course is designed to develop the knowledge and skills required to effectively oversee and enhance service delivery within an organization. It focuses on service management frameworks, client relationship management, performance monitoring, process optimization, and ensuring service quality.

Certification: Within 5 days after Completion of Online Assessment.

Get ready to join the Journey to become a GSDCI Certified Professional  – International Certification and Assessment Body.

Steps to become a GSDCI Certified Professional:

Step 1: Select your certification you want to pursue.

Step 2: Click on get certified tab, new pop up window will open.

Step 3: Click on pay certification fee, you will be redirected to billing details page.

Step 4: Fill your details and click on pay certification fee, you will be redirected to payment gateway, pay fee by any available options like Card (Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.

Step 5: You will get Login Credentials of Online E-Books and Online assessment link on your email id, within 48 hrs of payment.

Step 6: After completion of online assessment, you can download your Certificate Immediately.

Assessment Modules:

Module 1: Service Delivery Foundations: Role and responsibilities of a service delivery manager, Service delivery lifecycle (design, transition, operation), Key stakeholders in service delivery (customers, internal teams, vendors), Service management frameworks and best practices, Customer-centric service principles, Service quality dimensions and measurement

Module 2: Service Level Management & Agreements: Defining Service Level Agreements (SLAs) and service contracts, Setting and negotiating SLA metrics (availability, response time, resolution), Service catalog development and maintenance, SLA monitoring and performance reporting, SLA review and governance, Handling SLA breaches and penalties

Module 3: Incident, Problem & Change Management: Incident management processes and workflows, Problem management and root-cause analysis techniques, Change management and change control procedures, Request fulfilment and service request handling, Release and deployment management, Knowledge management and documentation

Module 4: Continuity, Availability & Risk Management: Service continuity planning and disaster recovery strategies, Business impact analysis and prioritization, Capacity planning and availability management, Risk identification and assessment in service delivery, Resilience and redundancy design, Testing and validation of continuity plans

Module 5: Service Improvement & Performance Analytics: Defining and tracking service delivery KPIs and metrics, Continual Service Improvement (CSI) practices, Customer feedback, satisfaction surveys and complaint management, Performance dashboards and reporting systems, Root‑cause analysis and corrective/preventive action planning, Process improvement methods (e.g. PDCA)

Module 6: Leadership, Culture & Technology in Service Delivery: Developing a service-oriented culture and mindset, Leadership skills for managing service teams, Change management and organizational buy-in, Use of technology and automation in service delivery (RPA, AI), Integration of service delivery tools and platforms, Vendor management and sourcing strategies

GSDCI Online Assessment Detail:

• Duration- 60 minutes.
• Number of Questions- 30.
• Number of Questions from each module: 5.
• Language: English.
• Exam Type: Multiple Choice Questions.
• Maximum Marks- 100, Passing Marks- 50%.
• There is no negative marking in any module.

Benefits of Certification:

🌍 1. Global Recognition & Credibility – Stand out worldwide with a certification that opens doors across borders. Trusted by employers, respected by institutions, and recognized in over 100 countries.

📜 2. Quality Assurance through ISO Certification – Certified to global ISO standards, our programs deliver excellence, consistency, and a benchmarked learning experience that speaks for itself.

💼 3. Career Advancement & Employability – Enhances your resume and increases chances of promotions or job offers.

🤝 4. Non-Profit Trust Factor – Certifications from non-profit organizations are mission-driven rather than profit-driven.

📚 5. Access to Verified Learning & Resources – Often includes e-books, mock tests, and online support without hidden costs.

🔍 6. Transparency & Online Verification – Certifications come with a unique Enrolment ID for easy online verification by employers and institutions.

⏳ 7. Lifetime or Long-Term Validity – Certifications usually have lifetime validity or long-term recognition, reducing the need for frequent renewals.