ITIL® 4 Practitioner: Service Level Management

This module provides 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 purpose of the service level management practice is 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 Practitioner: Service Level Management practice module is for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the key concepts, principles, value and challenges of the practice at both strategic and operational levels, maximising value of the Service Level Management practice in their everyday work.  

 

This course will help you to:

  • Set and manage a shared view of the quality of services between the service provider and the service consumer, aimed at all key stakeholders on both sides 
  • Monitor and evaluate the actual service quality and continual improvement of the services and agreements 
  • Translate stakeholder expectations and needs into metrics, then organise and manage the resources appropriately 
  • Manage ongoing delivery and improvement of services through a well-documented agreement such as the service level agreement (SLA) 
  • Measure, assess and develop the Service Level Management practice capability in their organisation by using the ITIL Maturity Model. 

Audience:

  • Everyone having an ITIL certification

Prerequisite:

ITIL 4 Foundation certification 

Course material:

Official course material will be delivered digital and consist of:

  • Course material 
  • ITIL Practice guide for Service Level Management 
  1. Understand the key concepts of the practice
  2. Understand the processes of the practice
  3. Understand the roles and competences of the practice
  4. Understand how information and technology support and enable the practice
  5. Understand the role of partners and suppliers in the practice
  6. Understand how the ITIL capability model can
    be used to develop the practice
  7. Understand how the ITIL guiding principles
    support the practice.

How to take the exam:

  • 20 questions
  • Multiple choice
  • 13 out of 20 marks required to pass (65%)
  • 30 minutes
  • Closed book.

You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera.

Get the step-by-Step Guidelines on how to take an Online Proctored Exam on your computer.

ONLINE PROCTORING GUIDELINES

The trainer will also guide you through the procedures on how to book and prepare for the exam during the course.

 

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