Apex Consulting Services
Public Schedule
May 31 to June 4, 2010
ITIL V2-V3 Manager's Bridge
Ottawa, ON
ITIL V3 Courses Now Available
Foundation
V3 Foundation
V2-V3 Foundation Bridge
Lifecycle Courses
Service Operation
Service Transition
Capability Courses
Operational Support & Analysis
Release Control & Validation
Service Offering & Agreement
V2-V3 Managers Bridge
Accredited Partners
Fox IT

ITIL Practitioner Service Level Management is a three-day instructor-led course that:

  • Provides guidance on the design and implementation of an ITIL-based service level management process
  • Prepares students to pass the Service Level Management Practitioner exam

duration
3 days

level
Intermediate

prerequisites
Students must hold a Foundation Certificate in IT Service Management.

examination
This course includes the exam leading to the Practitioner Certificate in IT Service Management, Service Level Management

course materials
All students receive a course manual

course syllabus

  • Introduction to Service Management
  • Introduction to Service Level Management (SLM)
    • Goal and mission
    • Scope
    • Service definition
  • Setting up the SLM process
    • Vision
    • Initial activities
    • The Service Catalogue
  • Implementation and maintenance
    • SLA structure
    • Service level requirements
    • SLA content and wording
    • Negotiating SLAs
    • Monitoring, reporting, and review
    • OLAs and underpinning contracts
  • The Service Level Manager role
    • Responsibilities
    • Relationship management
    • Negotiations
  • SLM process review
    • Service improvement programs
    • Auditing and benchmarking
    • Metrics and KPIs
    • Relationships with other processes
  • Summary
  • Examination