About the course
This 2-day virtual, instructor lead course provides a comprehensive understanding of Service Level Management, covering essential topics such as the ITIL® 4 qualification scheme, roles and responsibilities, and key metrics for success. Participants will learn to implement effective value streams and processes, improve their organization’s capabilities through self-assessment techniques, and leverage automation for optimized information exchange. By the end of the course, you’ll be equipped with practical strategies for Service Level Management excellence, ready to drive success in your IT organization. Enroll today to elevate your service delivery!
What will you learn
- Understand the purpose and key concepts of the Service Level Management Practice, elucidating its significance in defining, negotiating, and managing service levels to meet customer expectations.
- Learn about practice success factors (PSF) and key practice metrics, crucial for evaluating the effectiveness and efficiency of Service Level Management in delivering and maintaining agreed-upon service levels.
- Explore Service Level Management processes, including key activities, and learn how to integrate the practice into the organisation’s value stream to ensure alignment between service levels and business objectives.
- Focus on the key roles of the Service Level Management practice and understand how to position the practice effectively within the organisation. Develop the necessary competencies for defining, monitoring, and improving service levels.
- Explore how Information and Technology can support and enable the Service Level Management practice to deliver improvements, providing tools and systems for monitoring, reporting, and analysing service levels and performance.
- Focus on the role of partners and suppliers in the Service Level Management practice, understanding how to collaborate effectively to ensure the delivery of agreed-upon service levels and meet customer expectations.
- Discover how the capability criteria support the practice’s capability development, ensuring alignment with industry best practices and organisational requirements for effective service level management.
- Learn strategies for succeeding with Service Level Management and understand how it is supported by the ITIL guiding principles, ensuring the establishment and maintenance of appropriate service levels to support business goals.
E-Learning
Interactive, Self-paced, Device-friendly, 2-3-hour content, Mobile-optimized, Practical exercises
- Experience e-learning through concise, easily digestible sessions. Perfect for busy schedules, these bite-sized modules make learning both manageable and enjoyable.
- Dive into an interactive environment filled with multimedia elements, quizzes and activities that make your journey through the course thoroughly engaging and enriching.
- Take charge of your education. This self-directed learning format lets you choose your focus areas, enabling you to tailor your educational journey to your personal goals.
- Take advantage of closed captioning and adjustable player settings. This personalised approach ensures a comfortable and effective learning experience for everyone.
- Stay on top of your learning with real-time progress tracking. Knowledge checks reinforce your understanding, ensuring a solid grasp of the material as you progress.
- Each module includes a detailed learning checklist, guiding you through the course structure and ensuring you cover all key topics.
- Delivered via the Canvas Learning Management System, this course offers a user-friendly learning experience.
- Access the Official ITIL 4 glossary anytime, as it has been included into the course. This handy resource is a valuable tool for quick reference and to deepen your knowledge of ITIL 4 terminology.
Training materials
- Peoplecert official ITIL4®Service Level Management Learner Workbook (including Syllabus, Quick Reference Guide and two Sample Exams)
- Peoplecert ITIL4 Service Level Management e-Learning training environment
- Peoplecert official ITIL4 Service Level Management Book (Digital Version)
- ITIL4® Service Level Management Exam Voucher to take the exam within 12 months after completing the course
Audience
Suitable for all IT professionals. Popular among professionals who have advanced to roles such as: IT Specialist: Operations, IT Manager: Operations, IT Service Manager.
Requirements
You must have passed the ITIL4® Foundation exam before taking the ITIL® Service Level Management exam.
Bookings
Log in if you already have an account with us.