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 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.
«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. »
Course objectivesThis course will help you to:
AudienceThis course is suitable for:
Prerequisite:For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.
Participants learn the purpose and scope of the Service Level Management practice and how it supports alignment between service providers and service consumers.
The course explores how organisations translate stakeholder expectations into measurable service targets and documented agreements such as service level agreements (SLAs).
Participants learn how to measure service performance, monitor service quality and evaluate service outcomes against agreed targets.
The training explains the roles involved in managing service levels and how governance structures support accountability and transparency.
Participants explore success factors, metrics and the ITIL maturity model to assess and improve the effectiveness of the Service Level Management practice.
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.
The trainer will also guide you through the procedures on how to book and prepare for the exam during the course.
Requirements:
For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.
Duration: 1 day
Price: 9 900 NOK
Language: English course material, Norwegian speaking instructor
Format: Classroom or virtual training
Hva lærer jeg på dette kurset?
Du lærer hvordan Service Level Management-praksisen brukes til å definere, overvåke og forbedre kvaliteten på IT-tjenester.
Hvem passer kurset for?
Kurset passer for IT-fagpersoner som jobber med tjenesteleveranser, tjenestekvalitet eller styring av IT-tjenester.
Hva er kravene for å delta?
Du må ha bestått ITIL® 4 Foundation eller ITIL® v3 Foundation før du kan ta sertifiseringseksamen.
Hvordan gjennomføres eksamen?
Eksamen gjennomføres online med digital eksamensvakt etter at du har mottatt en eksamensvoucher.
Hva skjer hvis jeg ikke består eksamen?
Du får normalt mulighet til å ta eksamen på nytt i henhold til sertifiseringsleverandørens regler.
Får jeg ekstra tid på eksamen?
Ja, kandidater som ikke har engelsk som morsmål kan få ekstra tid i henhold til eksamensreglene.
