This module provides best practice guidance on how to set clear, business-based targets for service utility, warranty, and experience, and to ensure that service delivery and use is properly assessed, monitored and managed against these targets.
Course description:
The ITIL 4 Practitioner: Service Level Management practice module is for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the key concepts, principles, value and challenges of the practice at both strategic and operational levels, maximising value of the Service Level Management practice in their everyday work.
Course objectives:
This course will help you to:
• Set and manage a shared view of the quality of services between the service provider and the service consumer, aimed at all key stakeholders on both sides.
• Monitor and evaluate the actual service quality and continual improvement of the services and agreements
• Translate stakeholder expectations and needs into metrics, then organise and manage the resources appropriately.
• Manage ongoing delivery and improvement of services through a well-documented agreement such as the service level agreement (SLA).
• Measure, assess and develop the Service Level Management practice capability in their organisation by using the ITIL Maturity Model.
Course outline:
Modul 1 - Understanding the Service Level Management practice:
• Participants learn the purpose and scope of the Service Level Management practice and how it supports alignment between service providers and service consumers.
Modul 2 - Defining service targets and agreements:
• The course explores how organisations translate stakeholder expectations into measurable service targets and documented agreements such as service level agreements (SLAs).
Modul 3 - Monitoring and managing service performance:
• Participants learn how to measure service performance, monitor service quality and evaluate service outcomes against agreed targets.
Modul 4 - Roles, responsibilities and governance:
• The training explains the roles involved in managing service levels and how governance structures support accountability and transparency.
Modul 5 - Measuring and improving service level management capability:
• Participants explore success factors, metrics and the ITIL maturity model to assess and improve the effectiveness of the Service Level Management practice.
Target audience:
This course is suitable for:
• IT service management professionals
• Service managers and service owners
• IT managers responsible for service delivery
• IT professionals working with service quality and performance
• Anyone holding an ITIL certification who wants to deepen their understanding of ITIL practices
Prerequisites:
• For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.
Language:
• Engelsk innhold, norsk instruktør
Course material:
The course fee includes electronic course material, Certification test with free second shoot, lunch and refreshment for in class events only.
Certification:
You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera. Get the step-by-Step Guidelines on how to take an Online Proctored Exam on your computer.
How to take the exam:
• 20 questions
• Multiple choice
• 13 out of 20 marks required to pass (65%)
• 30 minutes
• Closed book