ITIL® Service Level Management — A 3-Day Course

 Open Public Course Closed In-House Course

Course Profile

This qualification covers the Service Management discipline of Service Level Management as described in the IT Infrastructure Library 'Service Delivery' book.

The qualification also covers ITIL® Service Management principles in general, and the interdependencies between these and Service Level Management.

Background

A Service Level Agreement is the result of a formal process. It helps both customer and provider(s) to identify the services required, specify the conditions of development, delivery and support needed, 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.

SLAs are not new, however with the need to focus on core services there is a greater emphasis on formalising relationships between external and internal providers and their customers. One way of doing this is via the SLA provided it is part of a formal Service level Management process.

This course is based on the procedures, practices and standards as outlined in BS15000: 2000 and BSI DISC PD0005 and defined in detail the Service Level Management book (and others) of the Infrastructure Library (ITIL) Service Delivery Volume.

By using this book as a basis for the course you will use up-to-date best practices that are internationally accepted and compatible with other private, public and government organisations.

This course focuses on user and supplier issues associated with managing and implementing SLA's. It also explains how to identify different service needs and the negotiation styles required to develop and implement an agreement.

Course Objectives

Holders of the ISEB Practitioner Certificate in IT Service Management: Service Level Management will be able to demonstrate their competence in, and their ability to:

• 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

Course Prerequisites

All delegates must be able to demonstrate at least one year's experience in the Service Level Management process. Delegates must have obtained the ISEB/EXIN Foundation Certificate in IT Service Management before attending the Service Level Management course.

Examinations

Practitioner qualifications have two parts to the exam. The first part is a course assignment overseen by the tutor - this is worth a maximum of 25 points. The second part is a 'closed book' exam comprising of 25 multiple choice questions to be answered in 60 minutes. Delegates must score a minimum of 12.5 points for each of the two parts of the exam and a minimum of 65% overall - e.g. 16.25 out of 25 in both parts.

Publicly scheduled dates, locations, and prices

Course Outline

Planning

The planning and implementation of the Service Level Management process.

On completion of the course, the candidate should be able to:

• Understand the planning activities involved in implementation of Service Level Management
• Understand the potential costs, benefits and problems associated with the implementation of SLM
• Know the objectives and scope of SLM
• Understand the importance of good Customer relations

Create the Service Catalogue

The compilation of a Service Catalogue to describe the available IT services.

On completion of the course, the candidate should be able to:

• Create a service catalogue
• Identify and document specific services provided
• Establish the relevant characteristics and service requirements for each service
• Identify the relevant information on the use of a service

Define the Format

The identification and definition of the appropriate SLA format

On completion of the course, the candidate should be able to:

• Identify which OLAs are required to deliver the services
• Define the type and format of the SLAs required
• Identify which elements need to be included in the SLA
• Understand the impact of OLAs and Underpinning Contracts on the overall SLA

Negotiate the SLAs

Negotiate, agree and document service levels which match customer business needs and the capabilities of the IT service provider

On completion of the course, the candidate should be able to:

• Identify the Service Level Requirements for each service
• Relate customer requirements to elements which will be included in the SLA
• Negotiate with the customer to achieve agreement on matching his requirements to the services available
• Produce SLAs which meet the Customer requirements, are unambiguous and written in clear, concise language

Monitor and Improve Service

Monitor and report on service levels achieved against agreed targets. Manage a Service Improvement Programme.

On completion of the course, the candidate should be able to:

• Monitor, review and report on performance against targets
• Compile and circulate performance reports and SLAM charts
• Report on service level breaches
• Identify where non-conformity occurs and improvements can be implemented
• Make recommendations and implement actions to rectify any problems identified
• Create and manage a Service Improvement Programme

Review the SLM Process

Ensure the overall process is effective and responsive to changing requirements.

On completion of the course, the candidate should be able to:

• Recognise where amendments may be necessary to existing SLAs
• Understand the process for introducing new services and SLAs
• Review the Service Level Management process
• Understand and report on the Key Performance Indicators (KPIs) of SLM
• Identify areas of weakness and instigate resolution and proactive improvements

Interfaces and Dependencies

The appreciation and understanding of the interfaces and dependencies of Service Level Management with other IT and Service Management processes.

On completion of the course, the candidate should be able to:

• Identify and understand the interfaces that Service Level Management has with the other IT and Service Management processes
• Define and document the dependencies of the other Service Management processes on Service Level Management processes and information
• Define and document the dependencies of Service Level Management on the other Service Management processes and information
• Implement procedures that facilitate the interfacing and dependence of Service Level Management with all other IT and Service Management processes