ITIL Practitioner Service Level Management
Maximise
IT managed service effectiveness through best
practice Service Level Management.
| Chameleon offers the full portfolio
of EXIN accredited IT Service Management training
leading to ITIL Overview, Foundation, Practitioner
and Service Manager level qualifications. |
Duration
This three day course explores the guidance in ITIL Service Level Management
to understand the processes involved and the opportunities and challenges
faced when implementing and working with the discipline. This course is used
in preparation to undertake EXIN Practitioner Certificate exam in Service
Level Management in the afternoon of day three of the course.
Course Code
ITILPSLM
Public Course Price
£ 850.00 plus VAT including examination
Target Group
IT staff involved in the day to day working in the Service Level Management
environment, particularly those staff with specific responsibility for dealing
with customers.
EXIN 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.
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