This 1-day ITIL® 4 Practitioner: Service Level Management Practice 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.
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Our ITIL® 4 Practitioner: Service Level Management training course will cover the following topics:
1. Understand the key concepts of the practice
1.1 Explain the purpose of the practice.
1.2 Describe the practice success factors & key metrics of the practice.
1.3 Explain the key terms/concepts:
a) service quality
b) service level
c) service level agreement
d) utility, warranty, experience
2. Understand the processes of the practice
2.1 Describe inputs and outputs of the processes.
2.2 Describe the key activities of the processes.
2.3 Know how to integrate the practice in the organization’s value streams.
3. Understand the roles and competences of the practice
3.1 Describe the responsibilities of the key roles of the practice
a) service owner
b) service level manager
3.2 Know how to position the practice in the organizational structure.
4. Understand how information and technology support and enable the practice
4.1 Explain the tools application
4.2 Apply the recommendations on automation
5. Understand the role of partners and suppliers in the practice
5.1 Explain the dependencies of the practice on third parties.
5.2 Explain how partners and suppliers can support the practice.
6. Understand how the ITIL capability model can be used to develop the practice.
7. Understand how ITIL guiding principles help to develop the practice.
