Course: ITIL Practitioner - Service Level Management

This three-day course builds on the general principles, covered as part of the ITIL Service Management Essentials course. It provides practical guidance on the design, implementation and integration of an ITIL-based Service Level Management Process, within the context of an organisation’s overall business-focussed Services Framework.

The course is based on the Service Level Management process described in the OGC’s Best Practice for Service Delivery book. It has a strong emphasis on practical exercises.

Introduction to Service Management

    * How Service Level Management (SLM) interfaces with the other Service Management processes
    * The need for SLM,
    * The scope and the basic concepts of SLM

Contents, production, and maintenance of the service catalogue

Designing a Service Level Agreement (SLA) structure,

    * Service based, customer based, and multi-tier SLA structures
    * Asserting the underpinning agreements required for each SLA

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

Typical contents of an SLA and advice on the wording of SLAs

Monitoring SLA targets and reporting on the targets

Running Service Level Review meetings

Understand the importance of good Customer relationships

Using SLM as a start point for a Service Improvement Program

Understand the interdependencies between Service Level Management and other IT and Service Management processes