The Service Level Management (SLM) workshop is an in-depth exploration of the Service Level Management process. It details the steps required to plan, implement, and operate the Service Level Management process as defined in the IT Infrastructure Library (ITIL).
This course focuses on the necessary items and activities to implement and manage an effective ITIL Service Level Management process.
Note: The success in achieving certification is highly dependant upon participants’ effort in doing their homework, and self-study after the program.
Also available in workshop format without examination
Audience
IT professionals responsible for implementing or executing tasks within an ITIL Service Level Management process
Senior IT and business managers
IT professionals involved in providing and delivering IT services, e.g. Operations
IT service buyers
ITSM and ITIL process managers with interest in the Service Level Management process
Prerequisites
ITIL Certification at the Foundation Level
General IT experience working in the area of operation, planning, performance and management.
Content and Objectives
An introduction to Service Management
The Service Management Culture
Service Level Management process overview
Best practices and business benefits
Planning for the implementation of an effective Service Level Management process
Compile a Service Catalogue
Identifying stakeholders
SLM process prerequisites and Pitfalls
Understanding your customers' business needs and goals
Assist customers in defining business requirements and required targets
Designing the SLM and SLA structure
Service elements to be included in the SLA
Negotiating SLAs
Service level agreements versus contracts
Effectively manage the relationship between parties involved in service level agreements
Create Operational Level Agreements (OLAs) aligned to SLAs, and review Underpinning Contracts (UCs)
How to establish meaningful reporting for customers and stakeholders
Recognize the interdependencies with other IT disciplines and Service Management processes
Managing the Service Level Management process
Process activities
Delivering services according to agreements
Maintain a Service Catalogue
Monitor and report SLA achievements
Conduct SLA review meetings
How to measure performance and report results
Conduct ongoing maintenance of SLAs
Recognize common roadblocks
Initiate a Service Improvement Program (SIP).
Program Material
The ITIL Service Level Management Workshop includes copies of program material as well as reference documentation:
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