ITIL® 4 Practitioner: Service Level Management
1-Day

This module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Service Level Management Practice. It is intended to provide candidates with best practice guidance on how to set clear, business-based targets for...  READ MORE

Price: £600 * (including exam)

  • Course:ITIL4-PRAC-SLM ( £495 )
  • Exam:ITIL Practitioner ( £105 )

(Prices exclude VAT which will be added at the prevailing rate.)

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ITIL® 4 Practitioner: Service Level Management

Description

This module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Service Level Management Practice. It is intended to provide candidates with best practice guidance on how to set clear, business-based targets for service utility, warranty, and experience; and to ensure that service delivery and use is properly assessed, monitored, and managed against these targets.

The ITIL 4 Service Level Management Practitioner module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Service Level Management Practice publication.

 

Contents

The key concepts of the practice

  • Explain the purpose of the practice
  • Describe the PSFs & key metrics of the practice
  • Explain the key terms/concepts:
    • service quality
    • service level
    • service level agreement
    • utility, warranty, experience

The processes of the practice

  • Describe inputs and outputs of the processes
  • Describe the key activities of the processes
  • Know how to integrate the practice in the organization’s value streams

The roles and competences of the practice

  • Describe the responsibilities of the key roles of the practice:
    • service owner
    • service level manager
  • Know how to position the practice in the organizational structure

How information and technology support and enable the practice

  • Explain the tools application
  • Apply the recommendations on automation

The role of partners and suppliers in the practice

  • Explain the dependencies of the practice on third parties
  • Explain how partners and suppliers can support the practice

How the ITIL capability model can be used to develop the practice

  • Explain how capability criteria support the practice capability development

The recommendations for the practice success

  • Understand the recommendations for service level management success and how they are supported by the ITIL guiding principles

Exam

  • 30 minutes closed book exam
  • 20 multiple choice questions (each one being worth 1 mark)
  • Pass mark 13 out of 20 or 65%.
  • Candidates must have passed the ITIL4 Foundation examination or be an ITIL4 Managing Professional to attend this course.

Dates For ITIL® 4 Practitioner: Service Level Management

VIRTUAL training

  • 27 February 2025
  • 27 May 2025

    • To book any of these dates, please see below.

Availability and pricing for ITIL® 4 Practitioner: Service Level Management:

Please Note: Exam fees (where applicable) are included in the prices quoted.

27 February 2025 - VIRTUAL training

£600

27 May 2025 - VIRTUAL training

£600