Course details
ITIL® V2 Service Level Management Practitioner
3 days
Forthcoming dates for this course
We don't have any public sessions lined up at the moment, but if you would like The Grey Matters to conduct a private course within your organisation, please contact us for more details.
As a result of attending this 3 day ISEB Practitioner course in Service Level Management delegates will be able to demonstrate their competence in, and their ability to:
- Plan for the implementation of Service Level Management
- Compile and maintain a Service Catalogue
- Construct a suitable structure and format for Service Level Agreements (SLAs)
- Identify Service Level Requirements (SLRs)
- Negotiate and agree SLAs with the Customer and OLAs with the IT providers
- Monitor, review and report on service performance against SLA and OLA targets
- Implement and manage Service Improvement Plans (SIPs)
- Understand the importance of good Customer relationships
- Evaluate and review SLA s and the process of Service Level Management
- Understand the interdependencies between Service Level Management and other IT and Service Management processes
At the end of the course there is a written assignment and multiple-choice exam.
A pre-requisite of attending this course is to hold the ITIL® Foundation Certificate.
