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The ITIL 4 Practitioner: Service Level Management certification focuses on the practical application of ITIL 4 principles in managing service levels. This certification provides in-depth knowledge of how to define, negotiate, monitor, and manage service level agreements (SLAs) to ensure that IT services meet the agreed-upon performance standards and business needs. Earning this certification demonstrates your expertise in implementing and managing service level management practices, enhancing your ability to ensure high-quality IT service delivery and alignment with business objectives.

Instructor

ITIL® 4 Practitioner: Service Level Management

Curriculum

Boost your IT service management skills with the ITIL® 4 Practitioner: Service Level Management course. Learn to optimize service delivery and improve customer satisfaction.

Ratings

( 4.6 Ratings )

Live Online Classes starting on 01 January, 1970

ITIL® 4 Practitioner: Service Level Management

ITIL 4 Practitioner: Service Level Management

Overview

The ITIL 4 Practitioner: Service Level Management practice module is designed for IT professionals aiming to validate and enhance their skills in the specific area of Service Level Management (SLM). This certification demonstrates a comprehensive understanding and application of SLM concepts, principles, value, and challenges at both strategic and operational levels, ensuring the practice is maximized in daily work.

 

Purpose

The purpose of this module is to equip professionals with the knowledge to:

  • Set and Manage Service Quality: Establish and manage a shared view of service quality between service providers and consumers, engaging all key stakeholders on both sides.

  • Monitor and Improve Services: Continuously monitor and evaluate service quality, and drive continual improvement of services and agreements.

  • Translate Expectations into Metrics: Convert stakeholder expectations and needs into measurable metrics, and manage resources accordingly.

  • Manage Service Agreements: Oversee the ongoing delivery and enhancement of services through well-documented agreements, such as service level agreements (SLAs).

  • Develop SLM Capability: Measure, assess, and enhance the SLM practice capability within the organization using the ITIL Maturity Model.

 

Target Audience

This module is aimed at IT professionals who:

  • Want to validate their skills in Service Level Management.

  • Are responsible for setting and managing service quality between service providers and consumers.

  • Are involved in translating stakeholder needs into measurable metrics.

  • Manage the continual improvement of services and agreements.

  • Seek to measure and develop SLM practices within their organization.

 

Training

ITIL training courses for the Practitioner: Service Level Management module are offered in various formats by accredited training organizations. To find a suitable training provider, use the training search tool provided by the certification body.

 

Pre-requisites

An ITIL 4 Foundation certification is required before pursuing the ITIL 4 Practitioner: Service Level Management module.

 

Examination Format

  • Number of Questions: 20

  • Question Type: Multiple choice

  • Passing Marks: 13 out of 20 (65%)

  • Duration: 30 minutes

  • Exam Type: Closed book

(4.6 Ratings)

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