DURATION
3 days
The course builds on the general principles, covered as part of the ITIL Service Management Essentials course. It provides practical guidance on the design, implementation and integration of an ITIL-based Service Level Management Process, within the context of an organization’s overall business-focused Services Framework.
Objectives
To provide practical guidance on the design and implementation of an end-to-end Service Level Management process.
To prepare delegates for the ISEB/EXIN Practitioner qualification.
Who should attend?
IT practitioners who wish to gain practical experience in the field of Service Level Management, or who wish to extend their range of understanding of the subject.
Delegates should have at least one year of relevant IT experience and should have attained the ISEB/EXIN Foundation Certificate in IT Service Management.
Topics covered include:
Introduction to Service Management with an emphasis on how Service Level Management (SLM) interfaces with the other Service Management processes
Introduction to Service Level Management outlining 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, looking at 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
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.