Service Level Management Principles

• Service level management concepts review
• Terms, definitions, purpose, and value
• Service level management practice activities
• Service level management practice roles and responsibilities and practice governance policy
• Measurement and continual improvement within service level management

• Service level managers, practitioners, and stakeholders who need to gain a thorough understanding of how to deploy and/or assess and improve the service level management process in their organizations

Module 1: Service Level Management Concepts

• Review service level management definitions
• Review the purpose of the service level management practice
• Understand the value in operating a service level management practice
• Examine the scope of the service level management practice

Module 2: Service Level Management Activities

• Understand when to engage the service level management practice
• Explore the sources that initiate service level management activities
• Examine each activity in detail

Module 3: Practice Roles and Responsibilities and Practice Activity Governance Policy

• Explore the practice RACI chart
• Understand key roles and responsibilities in service level management
• Understand the need for polices governing the execution of practice activities

Module 4: Measuring the Practice Activities and Continual Improvement

• Explore examples of best practice measurements for practice performance
• Examine the importance of continual improvement to the service level management practice