Further Details
Duration
An intensive, interactive three-day course.
Prerequisites
Attendees must have already passed the Foundation certificate in IT Service Management, and should ideally have at least one years experience working in Service Level Management.
Who should attend?
The course is designed for those already working in Service Level Management, who wish to broaden their knowledge of the subject and wish to gain a suitable qualification to demonstrate their level of competence, ability and knowledge of the subject.
Qualification
ISEB Practitioner Certificate in Service Level Management.
Learning Objectives
By the end of the course delegate will be able to demonstrate:
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
Examination
Inclusive of fee. The course completes with a one and a quarter hour written assignment (essay style) and a one hour closed-book multiple-choice paper consisting of 25 questions. The questions will be based on a Case Study and a set of discipline
specific appendices to the Case Study.
The Case Study will be the same across all disciplines and is also the same as the one used by candidates in completion of their in-course assignment. Delegates must achieve a minimum of 50% in each exam, and a combined overall total of 65%.
For more information visit www.itil.uk.com
Guide price
£795 inc. courseware & exam |
