ITIL Practitioner Certificate Service Level Management
Duration: 3 days
Subject Overview
Service Level Management is the process that manages and improves agreed levels of service between two parties (The Provider and The Receiver). This is achieved through a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievements.
This qualification covers the Service Management discipline of Service Level Management as described in the IT Infrastructure Library (ITIL®) Service Support book.
The qualification also covers ITIL® Service Management principles in general, and the interdependencies between these and Problem Management.
Who should attend this course?
This 3 day course is for IT professionals who are involved in the design and day to day operation of the Service Level Management processes wishing to attain a qualification in this area of Service Management.
Prerequisites
Delegates must hold a v2 or v3 Service Management Foundation certificate as well as at least one years experience working within an IT Support environment, particularly within the sphere of Service Level Management.
Format
The format of the training is highly interactive, designed to present the information in memorable, manageable segments. Throughout the course, delegates understanding of the material will be tested, through the use of exercises, case study based assignments an examination style questions.
- 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.
Qualification
ISEB Practitioner Certificate in Service Level Management.
Pre Course Work
A Case Study and some pre course reading will be supplied which will be used throughout the course as well as during the final examination. Delegates should familiarise themselves with the details of the case study before attendance at the course.
Examination
On the final day of the course delegates will take two examinations. The first is a one hour and fifteen minute written assignment (essay style). The second is a one hour closed-book multiple-choice paper consisting of 25 questions. The questions will be based on the Case Study and a set of discipline specific appendices.
Delegates must achieve a minimum of 50% in each exam, and a combined overall total of 65%.
For further information please email:
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or, call: 0161 942 2126