ITIL V2 Practitioner Certified Program:

Service Level Management

Duration - 3-day course. 30 percent lecture and 70 percent hands-on.

The Service Level Management (SLM) workshop is an in-depth exploration of the Service Level Management

process. It details the steps required to plan, implement, and operate the Service Level Management process

as defined in the IT Infrastructure Library (ITIL).

This course focuses on the necessary items and activities to implement and manage an effective ITIL Service

Level Management process.

􀃎 Note: The success in achieving certification is highly dependant upon participants’ effort in doing their

homework, and self-study after the program. Therefore, it is highly recommended that the exam be scheduled one week to maximum two weeks after the training

􀃎 Also available in workshop format without examination


• IT professionals responsible for implementing or executing tasks within an ITIL Service Level Management


• Senior IT and business managers,

• IT professionals involved in providing and delivering IT services, e.g. Operations.

• IT service buyers

• ITSM and ITIL process managers with interest in the Service Level Management process


• ITIL Certification at the Foundation Level

• General IT experience working in the area of operation, planning, performance and management.

Content and Objectives

• An introduction to Service Management based on ISO/IEC 20000 Service Management

• The Service Management Culture

• Service Level Management process overview

• Best practices and business benefits

• Planning for the implementation of an effective Service Level Management process

o Compile a Service Catalogue

o Identifying stakeholders

o SLM process prerequisites and Pitfalls

o Understanding your customers' business needs and goals

o Assist customers in defining business requirements and required targets

o Designing the SLM and SLA structure

o Service elements to be included in the SLA

o Negotiating SLAs

o Service level agreements versus contracts

o Effectively manage the relationship between parties involved in service level agreements

o Create Operational Level Agreements (OLAs) aligned to SLAs, and review Underpinning Contracts


o How to establish meaningful reporting for customers and stakeholders

o Recognize the interdependencies with other IT disciplines and Service Management processes

• Managing the Service Level Management process

o Process activities

o Delivering services according to agreements

o Maintain a Service Catalogue

o Monitor and report SLA achievements

o Conduct SLA review meetings

o How to measure performance and report results

o Conduct ongoing maintenance of SLAs

o Recognize common roadblocks

o Initiate a Service Improvement Program (SIP).

Program Material

The ITIL Service Level Management Workshop includes copies of program material as well as reference


• Program slide presentation

• Process text notes

• Sample examination questions and answers

• Extensive in-class group exercises and guidelines

• A collection of valuable documents

Unless otherwise stated, the content of this page is licensed under Creative Commons Attribution-ShareAlike 3.0 License