Service Level Management (Virtual Instruction)
The Service level Management practice is one of the most important practices in all of service management. It is the key to a Service Provider’s success and to a Service Consumer’s ability to get value for money from IT.
Many organizations believe that they have Service Level Agreements (SLAs) in place but few are actually able produce them and explain what they are. Even fewer can actually demonstrate if the commitments made to consumers in SLAs are actually met.
In our workshop, we will take you through all of the key elements of the Service Level Management practice including virtual instruction on:
- Purpose, Goals and Objectives of SLM
- Policies associated with SLM
- Process inputs, outputs and inter-process relationships
- Key activities of SLM
- Key elements of SLRs, SLAs, OLA, UCs and SLAM charts
- Review of the roles and responsibilities within the SLM practice
- How to create SLRs, SLAs and OLAs
- How monitor and report on service performance
- How to conduct service review meetings
You will also receive:
- Electronic copy of the course manual
- Template for a SLM policy
- Template for role descriptions
- Templates for SLRs, SLAs, OLAs and SLAM Charts
- Access to the recorded session for 90 days after the completion of the course
This course is delivered 100% online through our video conference tools. The courses are taught by master instructors in a ‘live’ virtual classroom environment over 2 days and has many in class exercises which focus on practical application of this practice over lecture-only.
During our course, you can interact with an instructor as you would in a regular classroom and after the course you can interact via our in site messaging service and during our ‘office hours’ for students each week.
The course is based on best practices in Service Management and references several concepts found throughout the Information Technology Infrastructure Library or ITIL.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
What is Service Level Management?
Service Level Management is both a practice and a process used by IT organizations to help clearly set well defined and measurable targets for service performance. This practice helps provide a professional approach to the delivery and management of services and helps to ensure that a services performance is aligned to and meets the needs of service consumers.
Although its very easy to understand the need for modern IT service providers to clearly define both their services and the levels of service provided, its a very difficult thing to actually create a Service Level Agreement (SLA) and gain agreement on the targets for service performance.
It has been said that the nexus of an organizations Service Management capability rests solely on the maturity (or lack of) of the Service Level Management practice.
Our course is designed to remove all of the mystery around this practice and goes much deeper into what ‘a day in the life’ of a Service Level Manager. In addition to what a SLM would do, we look HOW to do it.
This course is based loosely on many of the principles and practices found in the Information Technology Infrastructure Library (ITIL).
ITIL has also provided thousands of IT organizations a common language to support meaningful communication across departments, organizations and geographies, resulting in increased effectiveness and efficiency. Having everyone on the same page and focused on what is important to the business helps drive increased value for money from IT as well as quicker accomplishment of the organizations strategic goals and objectives.
During the course we identify Service Level Management and other processes/practices in the ITIL framework can be used to help the IT organization better align its product and service service offerings to meet the needs of its customers.
Check out the video below for a brief overview of ITIL.
Course Curriculum
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Service Level Management Syllabus
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SLM Course Manual
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Service Level Management Course Exercises
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Service Level Management Course Video Instruction
Your Service Level Management Specialist Course Includes:
Live instruction from Master Instructor Michael Link
The course is delivered using our virtual classroom tools and includes a number of ways to interact and engage with our instructors throughout the course.
Michael Link has helped thousands of individuals accomplish their certification goals and have created more ITIL Experts than any other instructor on the planet.
5 Complete ITIL Lessons
Learn all the required information to take and pass the ITIL Foundation exam over 5 specific engaging lessons which cover the topics listed above.
Hands on Practical Exercises Which Explore 'HOW' to do Service Level Management
The first portion of the course introduces a concept and reiterates many of the concepts discussed in the ITIL 4 Foundation course.
We then dive deeper into the Service Level Management practice and review it from start to finish enabling a precise understanding of what this practice does and its boundaries in the Service Management framework of an organization.
Ultimately we put that knowledge to use and go through hands on exercises where folks actually create Service Level Agreements, Operational Level Agreements and Service Level Agreement Monitoring Charts. These skills and templates provided in the class can be taken immediately from the classroom and be applied in the learners organization the very next day.
Video Instruction
In addition to the instructor lead training, we provide access to hours of streaming videos demonstrating each of the topics required by the Axelos exam syllabus. Videos are embedded directly within each lesson and are accessible on any internet enabled device for ultimate ease of use. Get access to the content anywhere and anytime.
Electronic Copy of the Course Manual
A digital copy of the course manual is included with the course and is available immediately upon sign up. You don’t have to wait for the start of class or chase down a fed-ex delivery to get your course manual. You can begin your training right away!
'Office Hours' with the Instructor
We understand that even after attending an amazing course, people still may have questions. We differentiate ourselves from other video based instruction by giving you access to the person you have gotten to know in the videos.
Each week, the instructor sends out a message with a time and instructions on how to attend their ‘Office Hours’ session. During this time you can join the call, asks questions and get them answered. You are getting your questions answered by the Expert.
Just try getting access to instructors from some of the other organizations.
In Course FAQs
Questions that are asked repeatedly by learners have the instructors response recorded and are available to course attendees while their access is active. Search through the FAQ section for a section to learn even more!
Course Completion Letter
When you finish the course, and pass the final quizzes with a satisfactory score, you will be provided a course completion letter which you can use to validate and verify your participation in an accredited training program. This completion certificate can be useful in satisfying CEU or PDU requirements for other certifications you may possess and for meeting HR skills update requirements.
Frequently asked Questions
When does the course start and finish?
The live instruction is based on the class schedule. This will vary from one week to the next. When you register, you will sign up for a particular class date.
The in class delivery part of this course is 2 day in length.
The video based part of the instruction will be available immediately to help give you a head start on the learning. You are free to view the recorded videos at your own pace before, during and after the course is finished.
Outside the ‘live’ class, you will have 90 days to access the course. The videos, courseware, and quizzes are available 24×7 during your access for your convenience.
How long do I have access to the course?
In the near future there will be two access options.
1. You may purchase 90 day access to this course only. The course will be available 24×7 during that time frame.
2. All access pass which allows you to have access to the foundation course and other courses on the site for as long as your subscription remains active. It can be replayed and reviewed by you any number of times while active. (Note that this is for a single user license only.)
Currently the only the first option is available.
Can I have face to face interaction with Instructor?
In Class
Yes, during the live classroom instruction, you will connect to the training via Zoom. You can interact with the instructor the way that you would for any other video conference.
After Class
One of the things that we do that is different from other video based courses is we give you access to the actual instructor through what we call ‘Office Hours’. Once a week the course instructor will open up a video call which you can attend. During that time you are free to ask any questions about the course and get them answered real time.
If the questions that are asked by learners are consistent, the instructor may record the answer to the question and place it in a course FAQ page.
The office hours will be communicated to course attendees through inner website email.
Anytime
In addition, if during the course you have a question that is simple and straight forward, you are free to contact the instructor via our direct messaging system from the member’s area.
Does this course offer a completion certificate to verify my training hours?
The course offers a course completion letter to show that you have attended the training.
Does the price include the cost of the actual certification exam?
No, there is not a certification examination associated with this course. This is a course that is focused on the application of the knowledge and not on exam prep.
Who should attend?
The course is open to anyone and is attended by individuals at the start of their journey in service management. It is very appropriate for ITSM Managers and aspiring ITSM Managers, individuals working in other parts of IT with strong influence in service delivery, and existing ITIL qualification holders wishing to update their knowledge.
Typically job descriptions or titles of learners who attend include but are not limited to:
- Service desk agents
- Service desk managers
- Project managers
- Program managers
- Application developers
- Application managers
- Network engineers
- Network technicians
- Service level managers
- Business analysts
- Database administrators
- Tool administrators
- Desktop support
- Field service technicians
- Chief Information Officers
- Chief Technology Officers
- ITSM tool administrators
- IT Consultants
- Bench technicians
- Customer service representatives
- Hardware technicians
- Sales representatives
- Business relationship managers
- IT Asset managers
- Change analysts
- Change managers
- Service Management Office (SMO) members
- IT Portfolio managers
- Functional team leads
- and many more…
Are there any prerequisites to attend?
No, this course is open to anyone of any experience level within IT. There are no minimum experience or educational requirements. Everyone in IT or anyone who is interested in getting into IT is encouraged to participate.
Although it is not a requirement or a prerequisite, it is recommended that participants have the ITIL foundation certificate..
Does your organization offer this course in a 'live' format?
Yes, we have a number of options which are available if your organization has the need for some classroom training.
Option 1 – Public Course
Occasionally, we will offer public courses where learners can sign up an attend if they happen to be in the area or would like to travel to join our class. This class is a 3 day instructor led course and a paper based exam is administered at the end of the course.
Just think, you are only 3 days away from being ITIL 4 Foundation certified!
Option 2 – Virtual Course
We offer instructor led courses covering the same material but in a dynamic format which can focus more more on individual learners needs. This is typically done over a 3 day period with a virtual exam voucher provided at the end of class.
Option 3 – Onsite Course
If your organization has several people that need to become ITIL 4 Foundation certified, we can provide an instructor to come to your facility and provide instruction over a three day period. At the end of the class, an paper based exam will be administered.
In each of the options listed above, learners will be given access to the site and will be able to view the training videos, the courseware, and the test engines prior to the start of class to give them a bit of a running start.
If you think your organization could use or would benefit from one of the delivery options listed above, please contact us @ sales@bestpractice.training for a quote.
Does your organization offer discounted rates for organizations with multiple learners that want to get certified?
Yes, depending on how many learners you have, we may be able to offer some attractive pricing. Please contact sales@bestpractice.training for details.
Does your organization offer a military discount?
Yes, Best Practice Training is a disabled veteran owned business. We understand the need for veterans to get the training and skills to succeed in today’s job market. We want to be a part of their success.
As a company, we appreciate and value the sacrifice our brothers and sisters have made for our country and offer a discount on any of our video based training course for active duty or reservists from branch of the Armed Forces of the Unites States as well as veterans who have honorably service.
To be receive your discount code, please contact sales@bestpractice.training to validate your military/ veteran status.