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U8685X - ITIL Service Level Management

HP Education Services UK & Ireland


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Course information

code:	title:	price:	duration:
U8685X	ITIL Service Level Management	GB£ 795	2 days

» view schedule		» view curriculum

	Overview

	This course helps you understand the underlying conditions for good service level agreements. A service level agreement is a contract between an IT organization and a customer(organization)which describes the IT services to be delivered. You learn how to prepare, maintain, and negotiate service level agreements with a customer. The 2-day course is 75 percent lecture and 25 percent hands-on. PLEASE NOTE: This course is no longer available on our public schedule having been replaced with Practitioner clusters and/or ITIL V3 material. However, we can operate a customised course for you if you so wish. ********************************************************* PLEASE NOTE: COST OF EXAM IS NOT INCLUDED IN THE COURSE PRICE. PLEASE ADD AN ADDITIONAL £115 TO THE PRICE. *********************************************************

Audience

•	IT staff responsible for executing tasks within the service level management process, who require a formal qualification.

•	IT staff who require training in order to perform in a service level management role.

•	Service managers who want in depth practical knowledge about the ITIL (IT Infrastructure Library) process service level management.

•	Business analysts and other ITIL process managers with interest in the service level process.

Prerequisites

•	ITIL Foundation for IT Service Management H1846S

•	Passing performance on the exam for Foundation Certificate in IT service management.

Key topics

•	Introduction:- • Training objectives • ITIL introduction • ITSM reference framework • IT service support

•

Relevant aspects:- • Measures for service level management • Improving services delivered • Operational level agreements versus contracts • Quality of service parameters • Implementing service level agreements • Service level objectives, service level requirements and service level agreements • Management reporting

•	ITIL Links:- • Recognizing links with other ITIL disciplines • Ensuring effective service management process • Participant gains sufficient knowledge for the ITIL service management practitioners exam

•	Service Level Management:- • Service Level Management objective • Planning for service level management • Creating the service catalogue • Creating service level agreements • Delivering services according to agreements • Improving

•	Implementation:- • Relation with other processes • Best practices and business benefits • Common roadblocks

•	Course Program:- • Ongoing recaps • Exercises and presentations • Exam preparation

Next steps

•	IT Service Management H1846S

•	IT Service Support UA573SB

•	IT Service Delivery UA573SA

Course schedule:

There is currently no schedule information available for this course.

Please contact hp education services on 01344 363311 or click here if you would like us to contact you with the next availability.

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