ITIL® 4 Practitioner: Service Level Management

1 Day (7 hours)

This module provides best practice guidance on how to set clear, business-based targets for service utility, warranty, and experience, and to ensure that service delivery and use is properly assessed, monitored and managed against these targets.

The ITIL 4 Practitioner: Service Level Management practice module is for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the key concepts, principles, value and challenges of the practice at both strategic and operational levels, maximizing value of the Service Level Management practice in their everyday work. 

This course will help you to:

• Set and manage a shared view of the quality of services between the service provider and the service consumer, aimed at all key stakeholders on both sides 
• Monitor and evaluate the actual service quality and continual improvement of the services and agreements 
• Translate stakeholder expectations and needs into metrics, then organize and manage the resources appropriately 
• Manage ongoing delivery and improvement of services through a well-documented agreement such as the service level agreement (SLA) 
• Measure, assess and develop the Service Level Management practice capability in their organization by using the ITIL Maturity Model. 

Audience:

Everyone having an ITIL certification

Prerequisite:

For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.

Course material:

Official course material will be delivered digital and consist of:

• Course material 
• ITIL Practice guide for Service Level Management 

CONTENT

1. Understand the key concepts of the practice
2. Understand the processes of the practice
3. Understand the roles and competences of the practice
4. Understand how information and technology support and enable the practice
5. Understand the role of partners and suppliers in the practice
6. Understand how the ITIL capability model can
   be used to develop the practice
7. Understand how the ITIL guiding principles
   support the practice.