Certified Service Delivery Professional (CSDP)

The Certified Service Delivery Professional (CSDP) program is a comprehensive training designed to equip individuals with the knowledge and skills needed to excel in the field of service delivery management. In today’s service-driven business landscape, ensuring the efficient and effective delivery of services is crucial for customer satisfaction, retention, and overall business success. This certification empowers participants to understand service delivery principles, master customer-centric strategies, and contribute to seamless service experiences. Whether you’re new to service delivery management or seeking to enhance your expertise, the CSDP program offers a comprehensive exploration of core concepts, strategies, and best practices.

Certification Program Objectives:

Upon successful completion of the Certified Service Delivery Professional (CSDP) program, participants will achieve the following objectives:

  • Foundations of Service Delivery: Grasp the foundational principles of service delivery, including understanding the importance of meeting customer expectations.
  • Customer-Centric Approach: Acquire skills in adopting a customer-centric mindset, focusing on understanding and fulfilling customer needs.
  • Service Design and Process Mapping: Understand techniques for designing service processes that are efficient, consistent, and aligned with customer requirements.
  • Service Level Management: Develop proficiency in defining and measuring service levels, ensuring that services meet agreed-upon standards.
  • Service Quality and Continuous Improvement: Learn how to monitor and enhance service quality, identifying areas for improvement and implementing changes.
  • Customer Communication and Relationship Building: Acquire skills in effective communication with customers, building strong relationships, and managing expectations.
  • Problem Resolution and Complaint Management: Understand strategies for addressing customer concerns, resolving issues, and turning challenges into opportunities.
  • Service Metrics and Performance Measurement: Learn to use key performance indicators (KPIs) to assess service delivery performance and drive improvements.

Certification Requirements:

  • Bachelor’s Degree


  • 2 – 5 years of relevant work experience

Certifying Examination:

  • To be certified as CSDP, student should take up a 1.5 hours online exam conducted by AIBM.
  • The qualifying exam would consist of 50 multiple choice questions, testing core certification modules.
  • Professionals with relevant experience and other qualifying criteria may be exempted from the examination.

Certification Modules:

  • Module 1: Introduction to Service Delivery
  • Module 2: Service Level Agreement (SLA) Management
  • Module 3: Incident and Problem Management
  • Module 4: Change Management Processes
  • Module 5: Service Continuity and Disaster Recovery Planning
  • Module 6: Service Improvement and Customer Satisfaction Evaluation

* The modules of this certification are constantly updated and are subject to change.

Who Should Do This Certification:

The Certified Service Delivery Professional (CSDP) certification is designed for a diverse range of professionals seeking to excel in service delivery management:

  • Service Delivery Managers: Those responsible for overseeing and optimizing service delivery processes, ensuring customer satisfaction.
  • Customer Service Professionals: Individuals looking to advance their careers by specializing in delivering exceptional customer service experiences.
  • Operations Managers: Professionals focused on managing service operations, maintaining efficiency, and enhancing customer experiences.
  • Quality Assurance Specialists: Those interested in monitoring and improving service quality to align with customer expectations.
  • Aspiring Service Delivery Managers: Individuals aspiring to enter the field of service delivery management and seeking comprehensive training.
  • Organizational Leaders: Managers interested in understanding the key principles of successful service delivery for business growth.

Embark on the journey of achieving the CSDP certification to refine your service delivery management skills, contribute to exceptional customer experiences, and play a significant role in driving customer satisfaction and business success within your organization and industry.