ITIL® 4 Practitioner: Service Level Management

The ITIL® 4 Practitioner: Service Level Management course is designed to help IT professionals develop the skills to effectively manage service levels and ensure that services meet agreed-upon expectations.

The course will provide participants with the knowledge to implement and optimize service-level management processes in line with ITIL® 4 principles, improving the consistency and quality of service delivery.

Participants will learn how to define, negotiate, and manage service level agreements (SLAs), set realistic service expectations, and measure and monitor service performance against agreed-upon targets. The course also covers how to align service-level management with organizational objectives and improve communication with stakeholders to drive service excellence.

This course is essential for professionals who wish to ensure that IT services are delivered according to customer expectations and business needs while maintaining high service quality and satisfaction.

In just 2 days, you’ll also learn to:

• Understand the principles and practices of service-level management.
• Define and negotiate service level agreements (SLAs) that align with customer expectations.
• Establish and track service level targets to ensure service delivery meets business needs.
• Monitor and report on service performance, identifying areas for improvement.
• Integrate service level management with other ITIL processes for optimal service delivery.
• Develop strategies for managing customer expectations and maintaining strong relationships.

By the end of this course, you will have the practical skills to manage service levels effectively, ensuring services meet the needs of the business and enhance customer satisfaction.

Why choose Firebrand?

• Accelerated certification process ‚Äì Get certified in just 2 days
• Access to expert instructors with real-world experience.
• A hands-on, immersive learning environment for maximum retention.
• Flexible learning options and dedicated support.

At the end of this intensive course, you will sit for the PeopleCert ITIL® 4 Practitioner: Service Level Management certification exam and, upon passing, obtain your certification.

Through Firebrand’s Lecture | Lab | Review methodology, you’ll get certified at twice the speed of the traditional training and access courseware, learn from certified instructors, and train in a distraction-free environment.

ITIL® and The Swirl logo™ are registered trademarks of PeopleCert Group, used under permission of PeopleCert. All rights reserved.

Audience

This course is ideal for:

• Service level managers and professionals responsible for defining and managing SLAs.
• IT service managers and team leads focused on service quality and performance.
• IT professionals involved in service delivery, monitoring, and reporting.
• Project managers looking to ensure service level agreements are met during project delivery.
• Account managers who need to manage service levels and customer expectations.
• Individuals pursuing ITIL® 4 certifications or enhancing their expertise in service-level management.

• Module 1: Introduction to Service Level Management
• Module 2: Defining and Negotiating Service Level Agreements (SLAs)
• Module 3: Service Level Monitoring and Reporting
• Module 4: Managing and Improving Service Levels
• Module 5: Integrating Service Level Management with Other ITIL Practices
• Module 6: Aligning Service Level Management with Organizational Goals

Before attending this accelerated course, you must have successfully completed the ITIL® 4 Foundation certification as a pre-requisite to take the ITIL® 4 Practitioner-level course.

At the end of this accelerated course, you’ll sit the following exam at the Firebrand Training Centre, covered by your Certification Guarantee:

ITIL® 4 Practitioner: Service Level Management Exam

• Duration: 30 minutes
• Format: Multiple choice; Closed book
• Number of questions: 20 questions
• Passing score: 13 out of 20 marks required to pass (65%)