E-learning ITIL® 4 Practitioner: Service Level Management

ITIL® 4 Practitioner: Service Level Management gives you best practice guidance on setting clear, business-based targets for service utility, warranty and experience. The course covers how to define, negotiate, monitor and improve service levels.

Through flexible, self-paced eLearning, you will learn how to define, negotiate and manage service levels, how to monitor and report on service performance, and how to align service levels with business objectives. The course prepares you for the ITIL® 4 Practitioner: Service Level Management certification exam.

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Audience

This course is suitable for professionals who work with or want to strengthen the Service Level Management practice in their organisation, including:

  • Service level managers
  • IT service managers
  • Customer and account managers
  • IT operations specialists and managers
  • Supplier and contract managers
  • Process owners

Learning Objectives

After completing the course, you will be able to:

  • Understand the purpose and key concepts of Service Level Management and its importance in defining, negotiating and managing service levels that meet customer expectations
  • Use practice success factors (PSFs) and key metrics to evaluate the delivery of agreed service levels
  • Apply the key processes and activities of the practice and integrate them into your organisation's value streams to support alignment between service levels and business objectives
  • Position the practice effectively in your organisation and understand the roles and competencies needed for defining, monitoring and improving service levels
  • Explain how information and technology support the practice with tools and systems for monitoring, reporting and analysing service levels and performance
  • Collaborate effectively with partners and suppliers to ensure that agreed service levels are delivered
  • Use the ITIL capability model to assess and develop the capabilities of the Service Level Management practice
  • Apply recommendations for practice success, supported by the ITIL guiding principles

Prerequisites

Candidates must hold one of the following:

  • Any ITIL v3 certification
  • ITIL® 4 Foundation
  • ITIL® 4 Managing Professional certificate

Training through an accredited training organization or official ITIL eLearning is also required. Proof of completion is required before exam results are released.

Course Materials

The eLearning course includes:

  • Official ITIL® eBook
  • Exam voucher
  • Learning Resource Kit, including Learner Workbook and Quick Reference Guide
  • Interactive eLearning (approx. 2–3 hours)
  • Auto-marked sample papers
  • Practical exercises and quizzes
  • Scenario-based case studies
  • Real-time progress tracking
  • Embedded glossary with key terminology

Course Content

 

Key Concepts

The purpose and key concepts of Service Level Management and its importance in defining, negotiating and managing service levels that meet customer expectations.

Practice Success Factors and Metrics

Practice success factors (PSFs) and key metrics used to evaluate the delivery of agreed service levels.

Processes and Value Streams

Key processes and activities of the practice, and how to integrate them into the organisation's value streams to support alignment between service levels and business objectives.

Roles and Competencies

Key roles in the practice, how to position it within the organisation, and the competencies needed for defining, monitoring and improving service levels.

Information and Technology

How information and technology enable the practice, with tools and systems for monitoring, reporting and analysing service levels and performance.

Partners and Suppliers

The role of partners and suppliers, and how to work with them to ensure that agreed service levels are delivered.

The ITIL Capability Model

How the capability criteria support the development of the Service Level Management practice in line with best practice and organisational requirements.

Practice Success

Recommendations for succeeding with Service Level Management, and how they are supported by the ITIL guiding principles.

 

Certification Exam

The course prepares you for the official ITIL® 4 Practitioner: Service Level Management certification exam.

  • 20 multiple-choice questions
  • 30 minutes
  • Closed book
  • 65% required to pass
  • Available in English
  • Exam voucher included

The exam is taken digitally via PeopleCert