Service Level Management (SLA)
| Overview | Service Level Agreement is the result of a formal process. It helps both customer and provider to identify the services required, specify the conditions of development, delivery and support needed and identify the other parties involved. Once completed they will create a binding agreement upon which service improvements can be based, charges levied and penalties imposed. This course focuses on user and supplier issues associated with managing and implementing SLA's. It explains how to identify different service needs and the negotiation styles required to develop and implement an agreement. |
| Duration: | 3 days |
| Audience | Staff who are responsible for implementing Service Level Agreements: especially relationship, service and project managers, IT support and delivery staff, business systems analysts. |
| Candidate Pre-requisites: | At least one year's experience in the Service Level Management process and prior attendance on a Service Management Essentials course (SME). Examination candidates must already hold the ISEB Foundation Certificate in IT Service Management. |
| Relevant Certifications | The ISEB Practitioner Certificate in Service Level Management examination is a closed-book, one hour, case study based, 25 question multiple-choice paper. This accounts for 50% of the overall marks. The remaining 50% is derived from a 75 minute in-course assessed Case Study assignment. Both parts of the examination are taken during the course and ratified by ISEB within 6 weeks. |
| Course Content | 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 - Developing workable agreements using product and service lifecycle approaches. Identifying the Service and Supplier chains. Underpinning agreements and Business Drivers. Defining the service level requirements (SLRs). Using the Service Catalogue. Creating a detailed specification for internal and external use. Creating 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'. Recognising and deploying factual, logical, analytical, procedural and emotional styles for mutual advantage. Interfaces and Dependencies In course Assignment ISEB invigilated examination |
Please contact us by telephone on +44 (0) 1344 488123 or email
on info@piit.co.uk for
booking or further information.
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