ITIL ® Practitioner Certificate: Service Level Management

Course Overview

An intensive, interactive three-day course.

The course is intended to promote ITIL(R) 'Best Practice' in Service Level Management, and allows the course attendees the opportunity to explore all aspects of Service Level Management in detail, through a series of lectures and exercises.

Audience

The course is designed for those already working in Service Level Management, who wish to broaden their knowledge of the subject and wish to gain a suitable qualification to demonstrate their level of competence, ability and knowledge of the subject.

Examinations

Qualification

• ISEB Practitioner Certificate in Service Level Management.

Inclusive of fee. The course completes with a one and a quarter hour written assignment (essay style) and a one hour closed-book multiple-choice paper consisting of 25 questions. The questions will be based on a Case Study and a set of discipline specific appendices to the Case Study.

The Case Study will be the same across all disciplines and is also the same as the one used by candidates in completion of their in-course assignment. Delegates must achieve a minimum of 50% in each exam, and a combined overall total of 65%.

Prerequisites

Attendees must have already passed the Foundation certificate in IT Service Management, and should ideally have at least one years experience working in Service Level Management.

Course Outline

By the end of the course delegate will be able to demonstrate:

• Plan for the implementation of Service Level Management
• Compile and maintain a Service Catalogue
• Construct a suitable structure and format for Service Level Agreements (SLAs)
• Identify Service Level Requirements (SLRs)
• Negotiate and agree SLAs with the Customer and OLAs with the IT providers
• Monitor, review and report on service performance against SLA and OLA targets
• Implement and manage Service Improvement Plans (SIPs)
• Understand the importance of good Customer relationships
• Evaluate and review SLA s and the process of Service Level Management
• Understand the interdependencies between Service Level Management and other IT and Service Management processes

ITIL ® Practitioner Certificate: Service Level Management / ITIL-P-SLM