3 Day(s)


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.

Course Specifics

Course Outline

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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IT Infrastructure Library (r) is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries

Thinking about Onsite?

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.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

Course Location Days Cost Date
3 1500 £1500 2018-09-12