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BCS Specialist Certificate in Service Level Management

  • Price £1,195.00
  • Duration 3 day(s)
All major credit cards accepted

Description

This course provides candidates with an understanding of the principles of, and practical experience, of using industry best practice involved in the compilation of a Service Catalogue, identification of service level requirements, construction of Service Level Agreements following negotiation with the customers, reviewing of service performance and implementing and managing service improvement plans or programmes leading to a Specialist qualification in Service Level Management.

Course Content

Holders of the ISEB Specialist Certificate in Service Level Management will be able to demonstrate their competence in, and their ability to:

  • Explain the goals and objectives of Service Level Management
  • Understand and explain processes and roles of Service Level Management
  • Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to Service Level Management
  • Develop and improve the customer and business focus of Service Level Management
  • Compile and maintain a Service Catalogue
  • Plan and construct a suitable structure and format for Service Level Agreements (SLAs)
  • Identify Service Level Requirements (SLRs) via discussion and agreement with the Customer
  • Negotiate and agree SLAs with the Customer.
  • Understand and identify Operating Level Agreements (OLAs)
  • Negotiate and agree OLAs with the IT Providers
  • Implement and manage Service Improvement Programmes (SIPs)
  • Be aware of the support tools and techniques available for the implementation and support of Service Level Management
  • Monitor, review and report on service performance against SLA and OLA targets
  • Understand the interdependencies between Service Level Management and other IT areas and processes
  • Assist with the planning and implementation of Service Level Management

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