Course Overview
A Service Level Agreement is the result of a formal process. It helps both customer and provider(s) to identify the services required, specify the conditions of development, delivery and support needed, identify the other parties involved. Once completed they will create a binding agreement upon which service improvements can be based, charges levied and penalties imposed. SLAs are not new, however with the need to focus on core services there is a greater emphasis on formalising relationships between external and internal providers and their customers. One way of doing this is via the SLA provided it is part of a formal Service level Management process.
This course is based on the procedures, practices and standards as defined in the Service Delivery volume of the IT Infrastructure Library(R) (ITILV2). By using this book as a basis for the course you will use up-to-date best practices that are internationally accepted and compatible with other private, public and government organisations. This course focuses on user and supplier issues associated with managing and implementing SLAs. It also explains how to identify different service needs and the negotiation styles required to develop and implement an agreement.
Course Objectives
To describe how Service Level Management contributes to the success of the business. If eligible, to take the ISEB Practitioner Certificate in IT Service Management: Service Level Management.
This course has been classified as IT Technical Training.
Audience
Staff who are responsible for implementing Service Level and Operational Level Agreements, especially relationship, service and project managers, IT support and delivery staff and business systems analysts. Staff who intend to obtain the ISEB Practitioner Certificate in Service Level Management.
Skills Gained
- Plan for Service Level Management and Service Level Agreements based on the IT Infrastructure Library(R) (ITILV2) 'best practice'.
- Create/Review a Service Catalogue specification, SLA, OLA and SIP.
- Plan and conduct an SLA negotiation.
Examinations
The ISEB Practitioner Certificate in Service Level Management examination is a closed-book, one hour, case study based, 25 questions multiple-choice paper. This accounts for 50% of the overall marks. The remaining 50% is derived from a 75 minute in-course assessed Case Study assignment. Both parts of the examination are taken during the course and ratified by ISEB within 6 weeks. The pass mark is 65%.
Prerequisites
To be entered for the Practitioner's examination you must hold either of the Foundation Certificates in IT Service Management (V2 or V3). Additionally you should be able to demonstrate at least one year's experience with Service Level Management.
Course Outline
Service Level Management and the Infrastructure
The main features and linkages of the ITIL(R) service support and delivery components that impact on Service Level Management. The need for service level agreements. Customer Relationship Management concepts.
Planning for Service Level Management
Why commitment from supplier and customer is paramount. The procedures, dependencies, staff, scope, aims, benefits and costs.
Implementing Service Level Management and the Agreement process
How to develop workable agreements using product and service lifecycle approaches. How to identify the Service and Supplier chains, Underpinning contracts and Business Drivers. How to define the service level requirements (SLRs). How the Service Catalogue is used. How to create a detailed specification for internal and external use. How to create workable Service Level Agreements. How the SLA assists in Service Improvement Programmes (SIP).
A standard process for service improvement
The process, roles, responsibilities and deliverables. The tasks associated with the initiation, investigation, analysis, development, proposal, negotiation, agreement, implementation, monitoring, control and management.
Planning for Negotiation and generating Supplier/customer commitment
The negotiation process. Defining SLA 'negotiables'. How to recognise and deploy factual, logical, analytical, procedural and emotional styles for mutual advantage
Interfaces, Dependencies, Metrics and Critical Success Factors
ISEB invigilated examination
"ITIL(R) is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office".
This training course is presented on behalf of CourseMonster by an ISEB accredited training provider.
