Course duration: 3 Days

Cost: £995 + Vat

Who should attend?

The course is designed for those already working in Service Level Management, who would like to broaden their knowledge of the subject and wish to gain a suitable qualification to demonstrate their level of competence, ability and knowledge of the subject.
The course is intended to promote ITIL ‘Best Practice’ in Service Level Management, and allows the course attendees the opportunity to explore all aspects of Service Level Management in detail, through a series of lectures and interactive exercises.

Prerequisites

Attendees must have already passed the ITIL Foundation certificate in IT Service Management, and should ideally have at least one years experience working in Service Level Management.

Examination

The course concludes with a one and a quarter hour written assignment (essay style) and a one hour closed-book multiple-choice paper consisting of 25 questions. Both papers will be based on the ‘Martco’ 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%.

What are the course objectives?

By the end of the course delegate’s will be able to demonstrate:
· An understanding of the importance of good Customer relationships
· How to plan for the implementation of Service Level Management
· How to compile and maintain a Service Catalogue
· How to identify Service Level Requirements (SLRs)
· The ability to construct a suitable structure and format for Service Level Agreements (SLAs)
· The skills required to negotiate and agree SLAs with Customers and Operational Level Agreements (OLAs) with the internal IT service providers
· How to monitor, review and report on service performance against SLA and OLA targets
· How to implement and manage Service Improvement Plans (SIPs)
· The ability to evaluate and review SLAs and OLAs
· A knowledge of key performance indicators to improve the Service Level Management process
· An understanding of the interdependencies between Service Level Management and other IT Service Management processes
· How to achieve the benefits of establishing a Service Level Management process, whilst at the same time avoid the problems and minimise risks