Overview
This three-day course provides a clear understanding of the activities involved in planning for SLM, implementation of SLM, and the maintenance and monitoring of service level agreements. A service level agreement is a contract between an IT organization and a customer (organization) which describes the IT services to be delivered. You learn how to prepare, maintain, and negotiate service level agreements with a customer. Participants will receive information necessary to establish effective service level and operational level agreements in support of business and IT services. Hands-on exercises are introduced to provide the participant with a practical application for negotiating with customers and maintaining SLM processes and activities within an organization. This course is ideal for those who will be involved in defining service level agreements or supporting SLM as a process discipline. The ITIL Service Level Management Practitioner certificate exam is administered by EXIN at the end of the course.
Prerequisites: The candidate should have successfully completed the ITIL Foundation Course for IT Service Management. The candidate should have a minimum of one year's general IT experience and at least one year's experience in an IT Service Level Management environment either as a practitioner, supervisor or manager.
Who Should Attend
IT staff responsible for executing tasks within the Service Level Management process, who require a formal qualification. IT staff who require training in order to perform in a Service Level Management role. Service managers seeking in-depth practical knowledge about the Service Level Management process as described by ITIL (IT Infrastructure Library). Business analysts and other ITIL process managers with interest in the service level process.
Course Objectives
The objectives of the Service Management Practitioner course are to:
- Understand best practices in Service Level Management and be able to relate to how these processes contribute to the quality of IT services
- Develop sufficient knowledge for the ITIL Service Level Management Practitioners exam
- Use Service Level Management functions to maximize company bandwidth
- Identify links to other ITIL processes; effectively manage the relationship between parties involved in Service Level Agreements
- Prepare, maintain, and negotiate Service Level Agreements for large and small business partners
Cost
Commercial: $1525.00
Government: $1395.00
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