Further Details
Entry Requirements
Delegates will receive the EXIN syllabus indicating pre requisite knowledge, skill and practical experience required to undertake this Practitioner course.
Pre Requisites
Foundation Certificate in IT Service Management
Practical experience in the field of Service Level Management
Course Benefits
This course will enable staff to maximise their skills and knowledge of Defining, negotiating, managing, monitoring and reviewing Service Level Agreements as part of the SLM process. Detailed contents will include:
Course Contents
The Service Culture
Goals of Service Level Management
The Service Level Management Process
Preparing Service Level Requirements
Producing the Service Catalogue
Contents of Service Level Master Agreements
Negotiation with Internal IT departments and customers
The Role of the Service Level Manager
Negotiation with Underpinning Contracts
Types of Service Level Agreements
Structure of Service Level Agreements
SLM Monitoring and Measurement and reporting/reviewing
Service Level Management tools
Course Review and Exam Preparation
The three day course consists of exercises, syndicate work and assignments that will assist in developing an action plan for the future.
Course structure
The course is case study based, combining short lectures with individual and group assignments. The course provides a very good introduction to IT Service Management and many organisations have chosen to send some or all of their IT staff on these courses in preparation for an implementation programme.
In Course Assessments/Assignments
Part of the examination is made up of an assessment whereby the course provider tests two assignments during the course. In order to obtain the Practitioner Certificate in IT Service Management the result of this assessment must be satisfactory.
Course Documentation
Delegates will receive a bound copy of the PowerPoint slides used during the course, a copy of the itSMF IT Service Management pocket-guide and access during the course to the OGC publications. Delegates will also receive assignments, mock exams, exercises and case studies.
OGC Publications
This course utilises OGC Publications Service Support and Service Delivery.
Guide price
£850 per delegate + VAT |
