ITIL Practitioner - Service Level Management

IT managers and staff who are involved in establishing and delivering against Service Level Agreements (SLAs).

An SLA is the result of a formal process. It helps both customer and provider(s) identify the services required and specify the conditions of development, delivery and support needed. Once completed they can 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 outlined in the Service Delivery volume of ITIL®, and used within BS15000 and ISO20000.

 

 

Successful delegates will be able to demonstrate their competence in, and their 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

To be entered for the Practitioner’s examination leading to the certificate, you must be able to demonstrate at least one year’s experience in the Service Level Management process and hold the ITIL Foundation Certificate in IT Service Management.

• Service Level Management and the best practice IT Infrastructure
• Planning for Service Level Management 
• Implementing Service Level Management and the Agreement process 
• A standard process for service improvement
• Planning for Negotiation and generating Supplier/customer commitment
• Interfaces and Dependencies
• In course Assignment
• ISEB invigilated examination

The ISEB Practitioner Certificate in Service Level Management  examination consists of a closed-book, one hour, case study based, 25 questions multiple-choice paper. This is taken at the end of the course and accounts for 50% of the overall marks. The remaining 50% is derived from a 75 minute in course assignment.