Duration
An intensive, interactive three-day course.

Why you should attend this workshop?
The course is intended to promote ITIL® ‘Best Practice’ in Service Level Management and gives the course attendees the opportunity to explore all aspects of Service Level Management in detail through a series of lectures and exercises.

Who should attend?
The course is designed for those already working in Service Level Management, who wish to broaden their knowledge of the subject and wish to gain a suitable qualification to demonstrate their level of competence, ability and knowledge of the subject.

Prerequisites
Attendees must have already passed the Foundation certificate in IT Service Management and should, ideally, have at least one year's experience working in Service Level Management.

Qualification
ISEB Practitioner Certificate in Service Level Management.

Learning Objectives
By the end of the course delegate will be able to demonstrate:

• Plan for the implementation of Service Level Management
• Compile and maintain a Service Catalogue
• Construct a suitable structure and format for Service Level Agreements (SLAs)
• Identify Service Level Requirements (SLRs)
• Negotiate and agree SLAs with the Customer and OLAs with the IT providers
• Monitor, review and report on service performance against SLA and OLA targets
• Implement and manage Service Improvement Plans (SIPs)
• Understand the importance of good Customer relationships
• Evaluate and review SLA s and the process of Service Level Management
• Understand the interdependencies between Service Level Management and other IT
  and Service Management processes

Exam
The course finishes with a one and a quarter hour written assignment (essay style) and a one hour closed-book multiple-choice paper consisting of 25 questions. The questions will be based on a Case Study and a set of discipline
specific appendices to the Case Study.

The Case Study will be the same across all disciplines and is also the same as the one used by candidates in completion of their in-course assignment.  Delegates must achieve a minimum of 50% in each exam and a combined overall total of 65%.