Course details
Implementing Service Level Agreements
2 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.
Building a negotiated understanding between IT and the business it underpins is the key to establishing, delivering and supporting effective services which support and are valued by the organisation as a whole. Target audience: IT managers who have responsibility for planning, negotiating and managing Service Level Agreements and related underpinning contracts. Topics include:
- An introduction to the ITIL® Service Management guidelines
- Service level management and customer relationship management
- The Service Manager role
- Management ownership
- Building an awareness campaign
- Establishing a Service Catalogue
- Establishing service requirements
- Auditing existing services
- Establishing a Service Improvement plan
- Creating the SLA
- On-going service management
· Supported by group and individual exercises.
There is no exam associated with this course.
