TRAINING COURSE: Service & Vendor Operations Management

Module 4: Contract Management and Commercial Governance

·       Comprehensive contract structure and component design

·       Commercial models and pricing structures

·       Performance incentives and penalty mechanisms

·       Change management provisions and flexibility clauses

·       Intellectual property and data ownership considerations

·       Regulatory compliance and legal risk management

·       Contract lifecycle management best practices

·       Practical Exercise: Developing robust contract frameworks

Module 5: SLA and XLA Development and Management

·       Designing comprehensive service level agreements

·       Evolving from SLAs to experience level agreements (XLAs)

·       Defining meaningful and measurable service metrics

·       Establishing appropriate service targets and thresholds

·       Implementing effective SLA/XLA monitoring mechanisms

·       Managing SLA reviews and continuous improvement

·       Handling SLA disputes and remediation processes

·       Practical Exercise: Developing integrated SLA and XLA frameworks

Module 6: Performance Tracking and Measurement

·       Designing comprehensive performance measurement frameworks

·       Implementing balanced scorecards for service delivery

·       Developing effective KPIs for different service categories

·       Data collection and validation methodologies

·       Performance reporting and dashboard development

·       Trend analysis and predictive performance modeling

·       Experience measurement and customer satisfaction tracking

·       Workshop: Building service performance measurement systems

Module 7: Vendor Relationship Management

·       Strategic relationship development frameworks

·       Stakeholder mapping and engagement strategies

·       Governance structure design and implementation

·       Communication protocols and cadence management

·       Issue escalation and resolution processes

·       Building trust and partnership in vendor relationships

·       Cross-cultural considerations in global vendor management

·       Case Study: Successful vendor relationship transformation stories

Module 8: Multi-Vendor Orchestration and Service Integration

·       Service integration and management (SIAM) frameworks

·       Designing effective multi-vendor governance structures

·       End-to-end service mapping and dependency management

·       Cross-vendor process integration and workflow management

·       Collaborative problem management across vendor boundaries

·       Managing vendor-to-vendor relationships and handoffs

·       Tools and technologies for service integration

·       Workshop: Designing multi-vendor orchestration frameworks

Module 9: Service Operations Process Design

·       Service delivery process mapping and optimization

·       Handoff management between service components

·       Workflow design and automation opportunities

·       Quality control mechanisms and checkpoints

·       Capacity management and resource optimization

·       Continuous improvement methodologies for service processes

·       Digital transformation of service operations

·       Workshop: Designing efficient service delivery processes

Module 10: Risk Management in Vendor Operations

·       Vendor risk assessment frameworks and methodologies

·       Business continuity planning for critical services

·       Compliance management across vendor ecosystems

·       Security and data protection in vendor operations

·       Financial stability monitoring and contingency planning

·       Developing early warning systems for vendor issues

·       Third-party risk management best practices

·       Simulation Exercise: Managing a vendor performance crisis

Module 11: Sustainable and Ethical Vendor Management

·       ESG considerations in vendor operations management

·       Developing sustainable vendor management practices

·       Ethical sourcing and supply chain transparency

·       Diversity and inclusion in vendor selection and management

·       Environmental impact assessment of service delivery

·       Social responsibility in vendor relationships

·       Measuring and reporting on sustainability performance

·       Workshop: Implementing sustainable vendor management frameworks

Module 12: Vendor Transition and Exit Management

·       Developing comprehensive transition frameworks

·       Knowledge transfer methodologies and best practices

·       Asset and data transition management

·       Service continuity during vendor transitions

·       Exit strategy development and contingency planning

·       Relationship wind-down and closure processes

·       Post-transition evaluation and lessons learned

·       Case Study: Successful vendor transition management

Module 13: Global Vendor Management

·       Cross-cultural considerations in vendor relationships

·       Managing vendors across different geographies and time zones

·       Regulatory and compliance variations across regions

·       Localization requirements and cultural adaptation

·       Global governance models and regional variations

·       Communication strategies for global vendor teams

·       Currency, tax, and financial management considerations

·       Workshop: Developing effective global vendor management strategies

Module 14: Technology Enablement for Service Management

·       Service management platforms and tools evaluation

·       Automation opportunities in service operations

·       Data analytics for performance optimization

·       AI and machine learning applications in service management

·       Collaboration technologies for vendor management

·       Integration approaches for service management systems

·       Emerging technologies impacting service delivery

·       Technology Demonstration: Leading service management platforms

Module 15: Change Management in Service Transitions

·       Stakeholder impact assessment and management

·       Communication planning for service changes

·       User adoption strategies and approaches

·       Training and knowledge transfer methodologies

·       Resistance management techniques

·       Measuring change effectiveness and adoption

·       Building organizational change capability

Workshop: Developing comprehensive change manag