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 ServiceLevel Management process. Note: The success in achieving certification is highly dependent upon participants' effort in doing their homework, and self-study after the program. Therefore, it is highly recommended that the exam be scheduled one week to maximum two weeks after the training Also available in workshop format without examination
Students should have general IT experience working in the area of operation, planning, performance and management.
3 Days/Lecture & Lab
This course is designed for 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 and ITSM and ITIL process managers with interest in the Service Level Management process.
- 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
- Managing the Service Level Management process