ITIL Practitioner - service level management (with exam)

Special note

This course is being replaced by HE632S ITIL Practitioner Agree and Define as of April 2007. If you are interested in a dedicated session of U8685S ITIL Practitioner Service Level Management, please contact your HP Education representative or call 1-800-HP-CLASS.

Course 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 3-day course is 70 percent lecture and 30 percent hands-on. A certification exam is included at the completion of the course.

Prerequisites

• ISEB/EXIN ITIL Foundation Certificate for IT Service Management
• It is also advisable that the candidate has a minimum of one year’s general IT experience and has at least one year’s experience in an IT Service Level Management environment either as a practitioner, supervisor or manager

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 Service Level Management process as described by ITIL (IT Infrastructure Library).
• Business analysts and other ITIL process managers with interest in the service level process.

Ways to save

Course objectives

• Understand best practices in Service Level Management and be able to relate to how these processes contribute to the quality of IT services.

Next steps

• ITIL Practitioner Courses
• ITIL Manager in IT Service Management courses: IT Service Support + IT Service Delivery and ITIL Service Manager one day Exam preparation.

Benefits to you

• Develop sufficient knowledge for the ITIL Service Level Management Practitioners exam
• Use Service Level Management functions to maximize company bandwidth.
• Identify links to other ITIL processes.
• Effectively manage the relationship between parties involved in Service Level Agreements.
• Prepare, maintain, and negotiate Service Level Agreements for large and small business partners.

Course outline

Introduction

• Training objectives
• Brief refresher on ITSM

Implementing

• Service Level Management objective
• Planning for Service Level Management
• Creating the Service Catalog
• Define Service Level Agreements-Service Level Objectives, Service Level Requirements and Service Level Agreements-Operational Level Agreements and Underpinning Contracts
• Negotiate and agree on SLAs
• Implementing Service Level Agreements
• Delivering services according to agreements

Maintaining

• Monitor SLAs achievements vs. targets
• Improving services delivered – Service Improvement Program (SIP)
• Quality of service parameters and performance reporting
• Management reporting

Interrelationships and requirements

• Relationships and links with other ITIL processes
• Best practices and business benefits
• Common roadblocks

Course program

• Theory
• Exercises and presentations
• Exam preparation

Examination: The following areas are required knowledge for the exam

• Service Catalog
• Defining
• Service Level Agreement
• Monitoring
• Reporting
• Review

Students will have the opportunity to take the EXIN-based certification exam at the end of class. The exam is offered by two examination boards, EXIN and ISEB: Sessions in United State and Canada currently utilize the ISEB based exam.

ISEB

EXIN