ITIL Specialist - Service Level Management

Those working or preparing to work in a Service Level Management role whether at a technical, operational, supervisory or managerial level.

In particular:

• Individuals who require a knowledge of best practice used in Service Level Management and how it may be used to enhance the quality of ITSM
• IT professionals working within an organisation which has adopted some of these practices and seeks to deliver or improve Service Level Management within an ongoing Service Improvement Programme (SIP).

This course may also be of interest to Project Managers, Business Managers and Business Process Owners.

The purpose of the Specialist qualification in Service Level Management is to certify that the candidate has gained the knowledge of relevant industry best practices and is capable of applying them in a working environment.

Holders of the ISEB Specialist Certificate in Service Level Management will be able to demonstrate their competence in, and their ability to:

• Explain the goals and objectives of Service Level Management
• Understand and explain processes and roles of Service Level Management
• Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to Service Level Management
• Develop and improve the customer and business focus of Service Level Management
• Compile and maintain a Service Catalogue
• Plan and construct a suitable structure and format for Service Level Agreements (SLAs)
• Identify Service Level Requirements (SLRs) via discussion and agreement with the Customer
• Negotiate and agree SLAs with the Customer.
• Understand and identify Operating Level Agreements (OLAs)
• Negotiate and agree OLAs with the IT Providers
• Implement and manage Service Improvement Programmes (SIPs)
• Be aware of the support tools and techniques available for the implementation and support of Service Level Management
• Monitor, review and report on service performance against SLA and OLA targets
• Understand the interdependencies between Service Level Management and other IT areas and processes
• Assist with the planning and implementation of Service Level Management