Course: ITIL Practitioner - Service Level Management

This 3 day Service Level Management Practitioners course prepares delegates for the Practitioner Certificate in Service Level Management.

Pre-requisite requirements for course attendance

• Candidates should be an IT Practitioner with a minimum of one year's general IT experience
• Have at least one year's experience in an IT Service Management environment either as a practitioner, supervisor or manager.
• Have a number of years experience in a specialised service management discipline aiming to take on a supervisory / managerial role
• Responsible for the execution and maintenance of a specific ITSM process or processes within the context of the organization's business policies and procedures
• Have the ability to communicate effectively with managers, subordinates, colleagues, users and customers at all levels of seniority
• Hold the Foundation Certificate in IT Service Management

At the end of the course delegates will be able to demonstrate their competence in, and ability to:

• 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

At the end of the course there is a written assignment and multiple-choice exam.