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I6005 - ITIL Practitioner Service Level Management - 3 days
[ Course Schedule ] ITIL Practitioner Service Level Management is a three-day instructor-led course that:
Provides guidance on the design and implementation of an ITIL-based service level management process
Prepares students to pass the Service Level Management Practitioner exam
duration
3 days
level
Intermediate
prerequisites
Students must hold a Foundation Certificate in IT Service Management.
examination
This course includes the exam leading to the Practitioner Certificate in IT Service Management, Service Level Management
course materials
All students receive a course manual
course syllabus
- Introduction to Service Management
- Introduction to Service Level Management (SLM):
o Goal and mission
o Scope
o Service definition
- Setting up the SLM process:
o Vision
o Initial activities
o The Service Catalogue
- Implementation and maintenance:
o SLA structure
o Service level requirements
o SLA content and wording
o Negotiating SLAs
o Monitoring, reporting, and review
o OLAs and underpinning contracts
- The Service Level Manager role:
o Responsibilities
o Relationship management
o Negotiations
- SLM process review:
o Service improvement programs
o Auditing and benchmarking
o Metrics and KPIs
o Relationships with other processes
Contact the training coordinator for pricing and details at 613-563-NOVA (6682)
Ext:267 0r training@novaknowledge.com
Nova Networks can also customize this course to topics of your choice which will reduce the course cost.
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