ITIL Service Level Management

This 2-day course will encourage all employees to participate in the success of their companies by aligning IT services with the current and future needs of the business and its customers, improving the quality of the IT services delivered, and reducing the long term costs of service provisions.

Information Technology Infrastructure Library (ITIL) was developed in England in the 1980's for the Central Computer and Telecommunications Agency (CCTA), an agency of the British Government. By collecting the best practices from top companies, the CCTA established a best practice process framework called ITIL, which includes a description of how to organize service management within an organization. All the companies who contributed their best practices then adopted this guide.

Target audience

• Lower to Middle management
• Employees who support Service Level Management
• Students should have at least 1 - 2 years of IT experience and have attended the ‘ITIL Foundations’ course

Course content

Why Is There A Need For Service Level Management

Goal For SLM

Scope For SLM

Service Level Management Basic Concepts

Service Level Management Benefits

Service Level Management Potential Problems

Service Level Management Costs

Possible Problems Associated With Service Level Management

Establishing Initial Planning Activities

Monitoring The Process

Discover What The Initial Perception Is Of The Service

Verify Underpinning Contracts And Operational Level Agreements

Creating a service catalogue

Managing Customers Expectations

Service Level Agreement Structure Introduction • Service hours • Availability • Reliability • Support • Throughput • Transaction response time • Batch turn around time • Change • IT Service Continuity and Security • Charging • Service Reporting and reviewing • Introduction of new services

Identifying Service Level Requirements

How To Word an SLA

Agreement From All Parties

Monitoring The On Going Process

Reviewing Operational Level Agreements and Underpinning Contracts

Establishing Reporting And Review Procedures

Tell Everyone About The SLA & The Process

Monitoring The SLA & Reporting The Findings

Service Level Management Meetings

Establishing A Service Improvement Program

Maintaining The SLM Process

Constructing An SLA

Performance Indicators

About Courseware Company:: Instructor-led training courseware :: Self-study solutions :: Buy online today