ITIL V2 Practitioner Certificate in Service Level Management

Prerequisites:

To be entered for the Practitioners 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 years experience in the Problem Management process
- Hold the Foundation Certificate in IT Service Management

All delegates must hold the Foundation Certificate. If the delegate doesn't hold the certificate or are waiting for the results, they will be able to attend the course, but not take the exam at the end of it.

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 Practitioners 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.

Could you please ensure that all PCITSM candidates attending your Training Courses provide one of the following when sitting any of the PCITSM Exams.

- ISEB Foundation Certificate Number / Candidate Number (a candidate can call any member of the ISEB Team to get this information)

- A copy of their Exam Certificate

- A copy of their Prometric Test Centre result slip

Please note that papers will be witheld from Marking for those who have not provided one of the above. For those who do provide their evidence, the papers will be marked in the usual way and results issued within the four week timescale.

On attending the course please ensure you provide documented evidence that you have passed the ITIL(r) Version 2 Foundation Certificate, by either presenting your certificate (or a copy of your certificate ) to the course lecturer. If you cannot provide the physical certificate, then as a minimum you must provide the certificate number. if the exam board was not ISEB, you must also provide the name of the examination board who issued the certificate . Failure to this will result in you exam results being withheld by the exam accreditation body until proof of V2 Foundation accreditation has been provided. If you have lost your certificate or you do not have a record of your certificate number please contact ISEB directly before attending the course. ISEB can be contact on the following number 01793 417655. Thank-you for your co-operation.

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.

After completing the 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

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