ITIL® 4 Practitioner: Service Level Management Self-Paced Online Course & Examination
The ITIL 4 Practitioner: Service Level Management self-paced online course gives you 12 months’ access to PeopleCert’s official eLearning, with interactive content you can complete at your own pace.
- Access to your online portal for 12-months
- Interactive eLearning course and sample exams
- PeopleCert online exam voucher
- Official ITIL publication (eBook)
- Get stuck or have questions? You can contact our experts directly for assistance.
The ITIL 4 Foundation certification is the pre-requisite and must be achieved prior to starting this course.
Course Overview
The ITIL 4 Practitioner: Service Level Management practice module focuses on how how to provide best practice guidance on how to set clear, business-based targets for service utility, warranty and experience, and to ensure that service delivery and use is properly assessed, monitored and managed against these targets.
- Set and manage a shared view of the quality of services between the service provider and the service consumer, aimed at all key stakeholders on both sides
- Monitor and evaluate the actual service quality and continual improvement of the services and agreements
- Translate stakeholder expectations and needs into metrics, then organise and manage the resources appropriately
- Manage ongoing delivery and improvement of services through a well-documented agreement such as the service level agreement (SLA)
- Measure, assess and develop the Service Level Management practice capability in their organisation by using the ITIL Maturity Model.
Learning Outcomes
- Understand the purpose and key concepts of the Service Level Management Practice, elucidating its significance in defining, negotiating, and managing service levels to meet customer expectations.
- Learn about practice success factors (PSF) and key practice metrics, crucial for evaluating the effectiveness and efficiency of Service Level Management in delivering and maintaining agreed-upon service levels.
- Explore Service Level Management processes, including key activities, and learn how to integrate the practice into the organisation's value stream to ensure alignment between service levels and business objectives.
- Focus on the key roles of the Service Level Management practice and understand how to position the practice effectively within the organisation. Develop the necessary competencies for defining, monitoring, and improving service levels.
- Explore how Information and Technology can support and enable the Service Level Management practice to deliver improvements, providing tools and systems for monitoring, reporting, and analysing service levels and performance.
- Focus on the role of partners and suppliers in the Service Level Management practice, understanding how to collaborate effectively to ensure the delivery of agreed-upon service levels and meet customer expectations.
- Discover how the capability criteria support the practice's capability development, ensuring alignment with industry best practices and organisational requirements for effective service level management.
- Learn strategies for succeeding with Service Level Management and understand how it is supported by the ITIL guiding principles, ensuring the establishment and maintenance of appropriate service levels to support business goals.
Who should attend
IT Operation Specialists, IT Service Managers and IT Operations Managers.
Prerequisites
ITIL 4 Foundation certification is a pre-requisite for this course.
Exam & Certification
This course prepares participants for the examination leading to the ITIL® 4 Practitioner: Service Level Management certification.
- A 30-minute, 20 question, multiple-choice exam is administered by an independent examination body, PeopleCert.
- A passing mark of 65% is required to receive your certificate.
The exam is provided as an online examination voucher, which you will receive with your course access, via email from PeopleCert with information on how to register and schedule your exam. The examination is 30 minutes, please allow for an additional 30 minutes for set up and authentication. You will require a photo identification, quiet space, webcam, speakers and a reliable internet connection.
The exam schedule is available 24/7 so you can sit your exam at a time that suits you. Your voucher will be valid for 12 months, we do recommend you complete your examination soon after completing your course – this is when the information is fresh and relevant.
Course Material & Inclusions
Access to PeopleCerts official eLearning for 12-months. Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics. PeopleCert eLearning is interactive and filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.
ITIL® 4 Practitioner: Service Level Management online exam voucher, valid for 12-months from date of issue.
The official ITIL 4 publication available from PeopleCert is included as an eBook. This will be provided as part of your PeopleCert exam voucher.
Recent customers
An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach. I found the worked examples very practical and very relatable to the Defence industry sector I work in.
Really good facilitation, kept me interested and shared so many practical applications.
Gave me a better understanding of concepts, theories and tools to formalise and improve my current relationship management.
The instructor was very professional and was able to explain each area thoroughly and is available for Q&A.
Learnt a lot that we can implement or improve on in our organisation. The presenter was clear, precise and could relate difficult concepts into language and scenarios we could relate to. Everyone came away from the course feeling that had learnt something valuable.
Catholic Education, Brisbane
The examples provided by the instructor as we were covering of material, made everything make sense. This helped during the exam. Pat was fantastic and engaging. Kept everyone on their toes and ensured he took the time to explain anything we were not clear on.
BAI Communications
The instructor was great and very interactive. He made sure we understood the material and gave ample opportunity for us to ask questions. He provided great examples which tied everything in.
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