ITIL Service Level Management

Aims and Objectives
Appreciate why having Service Level Management and SLAs is better than not!
Appreciate the concepts and understand the purpose of OLAs (Operational Level Agreements).
Understand the basic structure and contents of an SLA.
Justify ITIL Service Level Management as the way to deliver quality IT services.
Explain why measurement is key to management of IT services.
Appreciate the concept of and explain the purpose of a Service Quality Plan.
Justify ITIL as the framework for effective Service Level Management.

Target Audiences
This course is designed for staff who work in an environment where there are Service Level Agreements (SLA) or where the introduction of SLA's is being considered.

Prerequisites
None.

Course Content
Module 1: Introduction to ITIL and Service Management
Module 2: ITIL and Quality
Module 3: Service Level Management into the ITIL context
Module 4: Reasons for Service Level Management
Module 5: The crucial interface role with customers and users
Module 6: Planning for Service Level Management
Module 7: Negotiating Service Level Requirements with customers and IT service providers
Module 8: OLAs and underpinning contracts
Module 9: Structure of an SLA
Module 10: Contents of an SLA
Module 11: Writing effective clauses
Module 12: Creating a Service Catalogue
Module 13: Measuring performance
Module 14: Effective reporting and auditing
Module 15: Scheduling appropriate meetings to ensure Service Level Management is effective
Module 16: Handling non-conformances and penalties
Module 17: Interfaces with Service Support disciplines
Module 18: Implementing ITIL Service Level Management
Module 19: Benefits of Service Level Management
Module 20: Potential problems when introducing Service Level Management
Module 21: The reasons for and how to introduce a Service Quality Plan
Module 22: Writing an SLA