The Engineer’s Certificate in Service Delivery

R4 750

Service Delivery is a collection of engineering practices to ensure that deployed systems are designed and built to serve customer needs.

This self-paced online course introduces the terminology, foundational principles and practices of Service Delivery. This course includes:

  • 12 hours of video lectures
  • Templates
  • Checklists
  • 3 attempts to write the exam
  • The Engineer’s Certificate in Service Delivery
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Description

Today’s digital deployments are often large and complex, with business services dependent on dynamic environments. Customers expect innovative solutions which are commercially-viable, and it requires professional engineering skills to ensure that systems provide a balanced perspective on risks and costs.

The Engineer’s Certificate in Service Delivery

Service Delivery focuses on designing and deploying services that meet customer needs. This self-paced online course introduces the terminology, foundational principles and practices of Service Delivery:

  • Ensuring that services are available, when needed (availability and reliability)
  • Ensuing that services perform, as needed (Capacity and performance)
  • Ensuring that information is protected (Information security)
  • Ensuing that the service is designed to meet recovery objectives (continuity)Implementing a monitoring system that measures customers experience (monitoring and XLA)
  • Keeping track of costs and risks to ensure a commercially viable service.

This course culminates in an online exam which then earns you The Engineer’s Certificate in Service Delivery.

Oh No! Not Yet Another Framework!

There are already a number of Service Management Frameworks and standards (ITIL, ISO/IEC20000, Microsoft Operations Framework, COBIT, Google’s SRE, Verism and others. This course does not introduce another framework, but explains generic concepts that are in the public domain. You will also learn the merits and drawbacks of each framework and help you decide what to adopt in your organisation.

Intended audience

This course is intended for anyone who has a responsibility for Designing, Building and Deploying IT systems for customers, for example:

  • System Engineers
  • Software Developers
  • DevOps Engineers
  • Solution Architects
  • Domain Architects
  • IT Managers
  • Service Delivery Managers
  • Business Relationship Managers
  • Service Level Managers
  • Capacity Managers
  • Availability Managers
  • Information Security Managers
  • Service Continuity Managers

Exam

Once you have completed all the lectures, you will be given an opportunity to complete a fast-paced exam to test your knowledge:

  • 60 multiple-choice questions chosen at random
  • 60 minutes
  • A score of 54/60 (90%) is required to pass the exam
  • This is an open-book exam and you may reference your notes
  • No invigilator is required

Certificate

Once you have successfully completed and passed the exam, you will automatically receive:

  • The Engineer’s Certificate in Service Delivery
  • a Digital Badge

Learning outcomes are based on Bloom’s Taxonomy.