IT Service Mastery Training


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Hailed by our clients as the most effective in the industry, our onsite service delivery improvement training engagements include a comprehensive curriculum of instructor-led training, labs and exams to improve the efficiencies of your entire service delivery team, and improve critical outcomes; from onsite and remote support and NOC and service desk incident and problem management, to project, risk and change management, to SLA adherence and sales engineering and project deployment and management results, and more. The efficiencies we are able to help our clients achieve are immediately measurable at the bottom line.

Onsite IT Service Mastery Training Agenda Day 1

IT Service Mastery Learning Module 1

This module introduces the Managed Services and Cloud business and service delivery models and covers the differences between these subscription-based, SLA-driven services and traditional IT break-fix or time and materials-based service and billing models, and the benefits MSPs and CSPs receive as a result. An overview of Managed Services and Cloud service transition strategies and client On-Boarding and incident management processes, SLAs and service delivery tools and techniques are covered.

During the lab portion of this module, attendees work in groups to transition an existing break-fix service provider’s business model to a Managed Services and Cloud practice in an example scenario.

The exam portion of this module evaluates each attendee’s understanding and retention of the core concepts covered in this module.

IT Service Mastery Learning Module 2

This module focuses on the infrastructure design requirements to deliver remote maintenance and support services to end user client locations. Details of internal hardware, software, service, communications, security, connectivity, remote access and control, and disaster preparedness and service and business continuity are covered.

During the lab portion of this module, attendees work in groups to design an effective infrastructure for the efficient delivery of remotely-delivered end user IT maintenance and support services.

The exam portion of this module evaluates each attendee’s understanding and retention of the core concepts covered in this module.

IT Service Mastery Learning Module 3

This module focuses on the function of service delivery and its role in the overall service delivery and customer satisfaction process. Topics include effective service delivery process design, tools and technology requirements, roles and responsibilities of service delivery staff, service delivery day-to-day procedures, telephone and email communication standards, and SLA guidelines.

During the lab portion of this module, attendees work in groups to evaluate the requirements for a service delivery business unit, select a trouble-ticketing solution and develop service delivery tiers and SLAs.

The exam portion of this module evaluates each attendee’s understanding and retention of the core concepts covered in this module.

IT Service Mastery Learning Module 4

This module focuses on successful incident and problem management, escalation, and remediation best practices. Details of step-by-step issue and problem identification, documentation, assignment, escalation, communication, and remediation processes for effective, efficient service delivery are covered.

During the lab portion of this module, attendees work in groups to develop and document incident and problem management procedures for each tier of a service desk and work example incidents and problems through several tiers of escalation to successful resolution within established SLAs.

The exam portion of this module evaluates each attendee’s understanding and retention of the core concepts covered in this module.

IT Service Mastery Learning Module 5

This module focuses on effective communications and people skills best practices for remote service delivery technicians. Increasing customer satisfaction through verbal, nonverbal and written communications, and “what to say, what not to say and how not to say it” during service delivery to reduce risk and avoid misunderstandings with clients is covered in depth, as well as how to manage difficult situations with clients effectively.

During the lab portion of this module, attendees work in groups to develop and document effective communications and service delivery procedures for a busy service delivery unit. Example scenarios to work through include defusing angry client situations, cultural sensitivity challenges and proper escalation procedures.

The exam portion of this module evaluates each attendee’s understanding and retention of the core concepts covered in this module.

IT Service Mastery Learning Module 6

This module focuses on effective communications and people skills best practices for remote service delivery technicians. Increasing customer satisfaction through verbal, nonverbal and written communications, and “what to say, what not to say and how not to say it” during service delivery to reduce risk and avoid misunderstandings with clients is covered in depth, as well as how to manage difficult situations with clients effectively.

During the lab portion of this module, attendees work in groups to develop and document effective communications and service delivery procedures for a busy service delivery unit. Example scenarios to work through include defusing angry client situations, cultural sensitivity challenges and proper escalation procedures.

The exam portion of this module evaluates each attendee’s understanding and retention of the core concepts covered in this module.

Onsite IT Service Mastery Training Agenda Day 2

IT Service Mastery Learning Module 7

This module focuses on developing and implementing an effective, efficient on-boarding process for new clients in order to meet client and end user expectations and facilitate future service. The provisioning process for a new client is covered in depth, including setting up the client’s account in all required service delivery systems, deployment of tools and agents for monitoring, patching, updating and remote access, communications and reporting protocols and instruments, service delivery processes and SLAs, and additional turn-up, training and go-live considerations.

During the lab portion of this module, attendees work in groups to on-board an example client, from collecting all required data to configuring necessary systems and protocols leading to service turn-up and go-live.

The exam portion of this module evaluates each attendee’s understanding and retention of the core concepts covered in this module.

IT Service Mastery Learning Module 8

This module focuses on methods to deliver the best onsite service delivery experience for clients, end-users, and a service provider’s technical staff in order to increase client satisfaction and strengthen loyalty. Topics include preparation prior to the visit, what to do first after arriving onsite, communication and customer service tips to identify needs while keeping clients at ease and cooperative, setting the proper expectations, what NOT to say, what to do when things go wrong, and when to escalate to the Service Dispatcher or IT Manager. Additional topics include how to listen for and position up-sell opportunities correctly to facilitate the sales process, and managing sub-contractors to service your clients effectively.

During the lab portion of this module, attendees work in groups to deliver onsite service to an example client, from preparation prior to the visit to engaging with the client and their users and keeping the service dispatcher apprised of progress, all the way to properly handling an upset client.

The exam portion of this module evaluates each attendee’s understanding and retention of the core concepts covered in this module.

IT Service Mastery Learning Module 9

The importance of the sales engineer’s role in building, growing and supporting an IT organization’s sales and marketing efforts cannot be overstated. The sales engineer is the buffer between sales and deployment, and is one of the keys to project profitability. This module focuses on revealing the importance of the sales engineering role in the pre- and post-sales process and reveals best practices for sales engineering to minimize costly mistakes and improve overall profitability. Topics include proper preparation and coordination with the sales professional and project manager before, during and after each engagement, techniques to accelerate sales velocity when meeting with the client and effective scoping and proposal design that increase sales success and ensure project profitability.

During the lab portion of this module, attendees work in groups to scope and design a proposal for an example client, from preparation prior to each visit to engaging with the sales professional, client, project manager, distributors and vendors in order to quote, price and help close a sales opportunity.

The exam portion of this module evaluates each attendee’s understanding and retention of the core concepts covered in this module.

IT Service Mastery Learning Module 10

This module focuses on developing and implementing an effective, efficient project planning, deployment and management process. Creating project plans that include activities, phases, timelines and schedules and assigning resources to deliver all project-based services is covered in detail. In addition, the project manager’s role in managing every aspect of project delivery to eliminate scope creep and ensure client satisfaction is detailed; from the initial kick-off meeting, through provisioning, implementation, change management, risk management, communication management, go-live and final acceptance and sign-off by the client.

During the lab portion of this module, attendees work in groups to plan and manage an example project implementation scenario and work through each project management process required for successful project implementation and client satisfaction, acceptance and sign-off.

The exam portion of this module evaluates each attendee’s understanding and retention of the core concepts covered in this module.

IT Service Mastery Learning Module 11

This module focuses on improving the performance and efficiencies of the service delivery business unit and driving more profit to the bottom line by measuring the performance of the NOC and Service Desk, time and materials, professional services and project teams. This measurement process captures meaningful data and displays it in a simple to understand manner, and will become the Key Performance Indicators (KPIs) against which future performance will be measured, goals set and incentives and rewards designed to help achieve.

During the lab portion of this module, attendees work in groups to understand and analyze an example service delivery business unit’s performance during day-to-day NOC, Service Desk and onsite service delivery, as well as project implementation performance, create a baseline performance measurement and KPIs for improvement.

The exam portion of this module evaluates each attendee’s understanding and retention of the core concepts covered in this module.

IT Service Mastery Learning Module 12

This module focuses on understanding a service delivery business unit’s Total Cost of Service Delivery in order to determine actual service margins. Topics include how to calculate hourly labor burden, hourly overhead burden and professional services labor and service desk and NOC profitability in a blended pricing methodology (e.g. time and materials, professional services and subscription or flat-fee services such as managed services and cloud) in order to establish and maintain desired, profitable pricing and margins.

During the lab portion of this module, attendees work independently to analyze their own pricing models and costs and evaluate or modify service pricing that incorporates an understanding of their true service costs to attain desired margins.

The exam portion of this module evaluates each attendee’s understanding and retention of the core concepts covered in this module.

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