The Specialist Qualification in Service Level Management 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
BCS® courses are delivered by Accredited BCS Training Partners
This course is aimed at those working or preparing to work in a Service Level Management role and/or within a Service Level Management process whether at a technical, operational, supervisory or managerial level. This course may also be of interest to Project Managers, Business Managers, Business Process Owners and Business staff involved in agreeing Service Level Requirements
This course is aimed at
Individuals who require a working knowledge of the industry best practice used in Service Level Management and how it may be used to enhance the quality of ITSM within an organisation.
IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve Service Level
Management within an ongoing Service Improvement Programme (SIP).
Possession of the ITIL V3 Foundation Certificate in Service Management or the ITIL V2 Foundation Certificate in Service Management plus the Bridging Certificate is mandatory before the qualification can be awarded.
Candidates who do not yet hold either of the above (e.g. they are waiting for their Foundation result) will have their exam result withheld until they can provide evidence of certification.
On attending the course please ensure you provide documented evidence that you have passed the ITIL Version 3 Foundation Certificate or ITIL Version 2-3 Foundation Bridge Certificate, by either presenting your certificate (or a copy of your certificate) to the course lecturer. If you cannot provide the physical certificate, then as a minimum you must provide the certificate number. If the exam board was not BCS, you must also provide the name of the examination board who issued the certificate. Failure to comply with this requirement will result in you exam results being withheld by the exam accreditation body.
Holders of the BCS (formerly 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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If you need training for 3 or more people, you should ask us about onsite training. Putting
aside the obvious location benefit, content can be customised to better meet your
business objectives and more can be covered than in a public classroom. It's a cost effective option.
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