ITIL Service Level Management Practitioner Course
Course Description
This three-day course builds on the general principles, covered as part of the ITIL® Foundation course (SMEV3 & SME). 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.
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.
Course pre-requisites:
This course is aimed at IT practitioners who wish to gain practical experience in the field of Service Level Management, or who wish to extend their understanding of the subject.
Students attending this course should have at least one year of relevant IT experience and should have attained the Foundation Certificate in IT Service Management.
Students attending this course should have at least one year of relevant IT experience and should have attained the Foundation Certificate in IT Service Management.
Topics covered on the 3 day ITIL Service Level Management Practitioner course
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
Course Classification:
Technical Training Course
This is an instructor led training course taught in a classroom based environment.
Scheduled course dates
| September 2010 | October 2010 | November 2010 | December 2010 | January 2011 |
| - | - | - | - | - |
View full schedule of ITIL Practitioner courses
Print / Download PDF Version of full course schedule
If you would prefer to run this course at your premises as you have several employees to place on the course perhaps, then we are also able to offer onsite ITIL Service Management Training and bespoke ITIL Service Management courses