ITIL V2 Practitioner Certificate in Service Level Management

Prerequisites:

To be entered for the Practitioner's examination leading to the certificate, the candidate must fulfil three requirements:

- Attend an accredited training course and complete the in-course assignment
- Demonstrate at least one year's experience in the Problem Management process
- Hold the Foundation Certificate in IT Service Management

Candidates taking the examination immediately following a course will be entered for the examination by the course provider. Those wishing to take the central examination should register direct with the ISEB, from whom the entry form can be obtained.

In order to offer training leading to the Practitioner's Certificate, course providers must first be accredited by the ISEB. A list of accredited training providers is available on the ISEB web site or from the Examination Officer at the ISEB. The training may be offered in a variety of formats, but is most commonly available as a three-day course.

Course Description:

This qualification covers the Service Management discipline of Service Level Management as described in the IT Infrastructure Library 'Service Delivery' book.

The qualification also covers ITIL Service Management principles in general, and the interdependencies between these and Service Level Management.

Course Objectives

After completing this course, you will be able 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

Other ITIL Courses Available

This course includes the following modules:

Course Content

• Planning
• Creating the Service Catalogue
• Defining the Format
• Negotiating the SLAs
• Monitoring and Improving Service
• Reviewing the SLM process
• Interfaces and Dependencies