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Who should attend ITIL Practitioner Service Level Management
Attendees include IT practitioners who wish to gain practical experience in field of Service Level Management or who want to extend their range of understanding of the subject. Students should have at least one year of relevant IT experience and should have attended the ISEB/EXIN Foundation Certification in IT Service Management.
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ITIL Practitioner Service Level Management  

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Attendees include IT practitioners who wish to gain practical experience in field of Service Level Management or who want to extend their range of understanding of the subject. Students should have at least one year of relevant IT experience and should have attended the ISEB/EXIN Foundation Certification in IT Service Management.

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Seminar Summary:

This course provides practical guidance on the design, implementation, and integration of an ITIL-based Service Level Management Process, within the context of an organization’s overall business focused Services Framework. (see full course description)

 
 
 

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Training Course Syllabus:


Duration:
Instructor-led Classroom Learning - 3.00 Day(s)
Mentored Learning - Flexible


At Course Completion:
The course objective is to provide practical guidance on the design and implementation of an end-to-end Service Level Management process and to prepare delegates for the ISEB Practitioner qualification.


Outline:
Lesson 1: Introduction to Service Management with an emphasis on how Service Level Management (SLM) interfaces with other Service Management processes


Lesson 2: Introduction to Service Management outlining the need, scope and basic concepts of SLM


Lesson 3: Contents, production and maintenance of the service catalogue


Lesson 4: Designing a Service Level Agreement (SLA) structure, reviewing service based, customer based and multi-tier SLA structures; asserting the underpinning agreements required for each SLA


Lesson 5: Negotiating SLAs and underpinning agreements (Operational Level Agreements with internal providers and contracts with external providers)


Lesson 6: Typical contents of an SLA and advise on the working of SLAs


Lesson 7: Monitoring SLA targets and reporting on the targets


Lesson 8: Running Service Level Review meetings


Lesson 9: Understand the importance of good Customer relationships


Lesson 10: Using SLM as a start point for Service Improvement Program


Lesson 11: Understand the interdependencies between Service Level Management and other IT Service Management processes


Seminar Summary:

This course provides practical guidance on the design, implementation, and integration of an ITIL-based Service Level Management Process, within the context of an organization’s overall business focused Services Framework. (see full course description)

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