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Service Level Management Practitioner
At the end of this course the candidate will be able to demonstrate:
An understanding of the importance of good Customer relationships
How to plan for the implementation of Service Level Management
How to compile and maintain a Service Catalogue
How to identify Service Level Requirements (SLRs)
The ability to construct a suitable structure and format for Service Level Agreements (SLAs)
The skills required to negotiate and agree SLAs with Customers and Operational Level Agreements (OLAs) with the internal IT service providers
How to monitor, review and report on service performance against SLA and OLA targets
How to implement and manage Service Improvement Plans (SIPs)
The ability to evaluate and review SLAs and OLAs
A knowledge of key performance indicators to improve the Service Level Management process
An understanding of the interdependencies between Service Level
Management and other IT Service Management processes
How to achieve the benefits of establishing a Service Level Management process, whilst at the same time avoid the problems and minimise risks
