Course Title:	ITIL® Service Level Management Practitioner	Code:	SLM
Duration:	3 Days	Course Price:	£795.00
Professional Qualification:	ITIL® Service Level Management Practitioners Certificate
Exam Duration/Format:	1 x 1¼ hours ‘closed book’ written paper 1 x 1 hour ‘closed book’ multiple choice	Exam Price:	£124.00

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
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.

Overview

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. This event is available on our public schedule or as a closed event on your site.

Key Topics Covered

Importance of Customer Relationships How to plan for implementation of Service Level Management How to compile and maintain service catalogue How to identify service level requirements How to construct a suitable structure and format for Service Level Agreements (SLAs) How to 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) How to evaluate and review SLAs and OLAs key performance indicators to improve the Service Level Management process Interdependencies between Service Level Management and other IT Service Management processes The benefits of establishing a Service Level Management process, whilst at the same time avoid the problems and minimise risks

Next Steps

Choose either another ITIL® Practitioner Certificate or ITIL® V3 Managers Bridge

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