Service Level Management
- Service Level Management
- Needs analysis
- Capability assessment
- Service portfolio and catalogue
- Service Level Agreements
- Reporting ‐ Complaint procedure
- Customer satisfaction
- Service Improvement Process (SIP)
Safety and Crisis Management
- Most common type of accidents and why they often happen
- The roles and responsibilities of appointed safety staff
- The importance of the OH&S or WHS manual
- Calibration of measurement and test equipment
- Proper lock-out/tag-out procedures
- Emergency response plan requirement for various potential emergencies
- The importance of Permit To Work
Physical Security
- Standard Operating Procedures (SOP) for security
- Security risk assessment
- Security zones
- Physical inspections / security patrols
- Delivery of goods / holding area
- Entry control of individuals
- Badges and key management
- Security monitoring
- Security incident reporting
Facilities Maintenance
- The importance of maintenance
- Maintenance definitions
- Maintenance operations procedures (MOP)
- Service reports
- Spare management
- Tools
- Housekeeping
Data Centre Operations
- Shift handover
- Walk around duties
- Service management
- Release management
- Configuration management
- Floor management
- Equipment life cycle management
Monitoring / Reporting / Control
- Monitoring requirements
- Facilities monitoring matrix
- Sensor / alarm point testing and calibration
- Notification matrix
- Escalation requirements
- Reporting
Project Management
- Project management
- Project organization
- Project manager
- Initiation
- Planning
- Execution
- Monitor and control
- Closing
- Evaluation / lessons learnt
Environmental Sustainability
- The importance of sustainability
- Environmental standards
- Power efficiency indicators
- Energy saving best practises
- Water management
- Sustainable energy usage
Governance and Compliance
- The importance of document management
- The six sub-processes of document management
- Asset management
- Requirements or asset recording