Itil service level management practitioner (inc exam) - practitioner

Overview

This is a practical course and consists largely of syndicate work and exercises with the necessary ITIL theory for the examination. A pre-requisite for this course is the IT Service Management Foundation course and delegates must have obtained the ISEB/EXIN Foundation Certificate in IT Service Management before attending the Practitioners course.

The Service Level Management Practitioners course prepares delegates for the Practitioner Certificate in Service Level Management. This course and the lecturers who deliver the course are all accredited by the ISEB.

On the third day of the course, the delegates sit a one-hour multiple choice and one-hour written examination. Successful delegates receive the ISEB IT Service Management Practitioner Certificate in Service Level Management.

The course follows the ISEB syllabus of 30% slide presentation and 70% exercise. syndicate and assignment work.

Leads to examination

• ISEB Practioners Certificate in Service Level Management

Prerequisites

A pre-requisite for this course is the IT Service Management Foundation Course and delegates must have obtained the ISEB/EXIN Foundation Certificate in IT Service Management before attending the Service Level Management Practitioners.

• ITIL Foundation (inc exam)

Outline

• Service Level Management and the Infrastructure
  
• How the ITIL / BSi approach is transforming IT and Business Services
  
• How Service Management links into Business Programs
  
• The main features and linkages of the ITIL service support and delivery components that impact on Service Level Management.
  
• The need for service level agreements.
  
• Customer Relationship Management concepts.
  
• Planning for Service Level Management
  
• Why commitment from supplier and customer is paramount.
  
• The Procedures, Dependencies, Staff, Scope, Aims, Benefits and Costs.
  
• Implementing Service Level Management and the Agreement process
  
• How to develop workable agreements using product and service lifecycle approaches.
  
• How to identify the Service and Supplier chains, Underpinning agreements and Business Drivers
  
• How to define the service level requirements (SLRs).
  
• How the Service Catalogue is used.
  
• How to create a detailed specification for internal and external use.
  
• How to create workable Service Level Agreements.
  
• How the SLA assists in Service Improvement Programmes (SIP).
  
• A standard process for service improvement
  
• The process, roles, responsibilities and deliverables.
  
• The tasks associated with the initiation, investigation, analysis, development, proposal, negotiation, agreement, implementation, monitoring, control and management.
  
• Planning for Negotiation and generating
  
• Supplier/customer commitment
  
• The negotiation process.
  
• Defining SLA 'negotiables'.
  
• How to recognise and deploy factual, logical, analytical, procedural and emotional styles for mutual advantage
  
• Interfaces and Dependencies
  
• In course Assignment
  
• ISEB invigilated examination