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Service Level Management

service level management course brochure

service level management course
This course content developed
in partnership with Propoint Solutions.

This course is filled with practical guidance to help the support centers focus on the importance of meeting customer expectations through service level management. Participants will learn how to successfully implement ITIL best practice methodologies for service level management.

This high-energy workshop is filled with practical guidance, templates, quick wins, and tips for successfully implementing ITIL best-practice methodologies for service level management.
Course Overview
Delivery Methods
Course Calendar

What You Will Learn

  • How to identify your customers and determine their needs
  • The critical process for defining and pricing your IT services
  • The importance of underpinning contracts, operational level agreements, and service level agreements
  • Key performance indicators based on your customer’s needs
  • Conduct SLM performance reviews
  • Develop a service improvement plan

Course Outline

Unit 1: Service Level Management Overview
What is SLM
SLM in ITIL v3
Key Roles and Responsibilities
Unit 2: Identify Your Customers
Who Are Your IT Customers
What Is a Service
The IT Service Lifecycle
What Services Are You Providing to Your IT Customers
Unit 3: Determine What Your Customers Need
Service Level Requirements
The Business Relationship Manager
What to Expect from Your First Customer Meetings
Internal and External Specifications
The Service Quality Plan
Unit 4: Develop Underpinning Contracts
What to Include
The Supplier Management Process
Penalties vs. Partnerships
Unit 5: Develop Operational Level Agreements
What to Include
Sample OLA
Rules vs. relationships
 Unit 6: Develop Service Level Agreements
Underpinned by UCs and OLAs
Sample SLA
Partnerships Are Based on Trust
Unit 7: Price Your IT Services
Price Your IT Services
IT Service Cost Elements
Cost Types
Charging for Your IT Services
Unit 8: Build Your Service Catalog
Service Catalog Examples
Actionable Service Catalog
Unit 9: Monitoring and Reporting IT Performance
Measuring Services vs. Technology
Reporting Service Level Performance
Critical Success Factors and KPIs for SLM
Unit 10: Develop the Service Improvement Plan
Continuous Improvement

Virtual Classroom
service level management course calendar
Member Price $545 | Price $595

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.
  • Minimize the impact on your daily schedule by only training two hours a day for three days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.
Public Classroom
service level management public classroom
Member Price $595 | Price $645

Facilitated by a faculty member, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 800.248.5667.
Read the FAQs.
Onsite
service level management onsite course
HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.
  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 800.248.5667.

Virtual Classroom Schedule

DateLocationCourseRegister
11/9 - 11/11 2010HDI, Virtual ClassroomService Level Management (Virtual)Register

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Don’t see a course time that suits your schedule? Contact your account manager or HDI Partner to discuss your needs.

Certification Exam

Exam Weighting


Concept HDI-SCA Weighting %
Leadership 10%
Policy and Strategy 10%
People Management 10%
Resources 20%
Process and Procedures 50%