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