- ITIL® Practitioner Certificate in ITSM - Service Level Management

- ITIL® Practitioner Certificate in ITSM - Service Level Management

Course Objectives -Service Level Management

To describe how Service Level Management contributes to the success of the business. If eligible, to take the Practitioner Certificate in IT Service Management: Service Level Management.

Course Content

Session 1 - Service Level Management and the Infrastructure
• How the ITIL® / BSI approach is transforming IT and Business Services?
• How Service Management links into Business Programs?
• The main features and linkages of the ITIL® service support and delivery components that affect Service Level Management.
• The need for service level agreements.
• Customer Relationship Management concepts.

Session 2 - Planning for Service Level Management
• Why commitment from supplier and customer is paramount?
• The Procedures, Dependencies, Staff, Scope, Aims, Benefits and Costs.

Session 3 - Implementing Service Level Management and the Agreement process
• How to develop workable agreements using product and service lifecycle approaches?
• How to identify the Service and Supplier chains, Underpinning agreements and Business Drivers?
• How to define the service level requirements (SLRs)?
• How the Service Catalogue is used?
• How to create a detailed specification for internal and external use?
• How to create a detailed specification for internal and external use?
• How to create workable Service Level Agreements?
• How the SLA assists in Service Improvement Programmes (SIP)?

Session 4 - A standard process for service improvement
• The process, roles, responsibilities and deliverables.
• The tasks associated with the initiation, investigation, analysis, development, proposal, negotiation, agreement, implementation, monitoring, control and management.

Session 5 - Planning for Negotiation and generating Supplier/customer commitment
• The negotiation process.
• Defining SLA 'negotiables'.
• How to recognize and deploy factual, logical, analytical, procedural and emotional styles for mutual advantage?

Session 6 – Interfaces and Dependencies

Session 7 – In course Assignment

Session 8 – invigilated examination

What will the delegates gain?

This course will enable delegates to:
- Plan for Service Level Management and Service Level Agreements based on the IT Infrastructure Library (ITIL®) 'best practice'.
- Create/Review a Service Catalogue specification, SLA, OLA and SIP.
- Plan and conduct an SLA negotiation.

Who will the course benefit?

Professionals who are responsible for implementing Service Level Agreements especially relationship, service and project managers, IT support and delivery staff, business systems analysts.

Professionals who intend to obtain the Practitioner Certificate in Service Level Management.

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