ITIL® practitioner
service level management

ITIL Practitioner Service Level Management is a three-day instructor-led course that:

• Provides guidance on the design and implementation of an ITIL-based service level management process

• Prepares students to pass the Service Level Management Practitioner exam

duration

3 days

level

Intermediate

prerequisites

Students must hold a Foundation Certificate in IT Service Management.

examination

This course includes the exam leading to the Practitioner Certificate in IT Service Management, Service Level Management

course materials

All students receive a course manual

course syllabus

• Introduction to Service Management

• Introduction to Service Level Management (SLM)

• Goal and mission

• Scope

• Service definition

• Setting up the SLM process

• Vision

• Initial activities

• The Service Catalogue

• Implementation and maintenance

• SLA structure

• Service level requirements

• SLA content and wording

• Negotiating SLAs

• Monitoring, reporting, and review

• OLAs and underpinning contracts

• The Service Level Manager role

• Responsibilities

• Relationship management

• Negotiations

• SLM process review

• Service improvement programs

• Auditing and benchmarking

• Metrics and KPIs

• Relationships with other processes

• Summary

• Examination

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February 5, 2012 | terms of use | ©2012 Fox IT, LLC. All rights reserved.

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