ITIL® V2 Service Level Management Practitioner

As a result of attending this 3 day ISEB Practitioner course in Service Level Management delegates will be able to demonstrate their competence in, and their ability 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
At the end of the course there is a written assignment and multiple-choice exam.