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

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

Who Should Attend?

• Service Level Managers
• Process Owners
• Business Relationship Managers
• Service and Support Leaders
• Stakeholders who need to gain a thorough understanding of how to deploy and/or assess and improve the Service Level Management and Service Catalog processes in their organizations.

Course Outline

• Unit 1: IT Service Management (ITSM)
• Unit 2: The SLM Process
• Unit 3: Process Maturity Assessment
• Unit 4: Developing Your Roadmap for Success
• Unit 5: Addressing Challenges
• Unit 6: Keys to Success
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Public Classroom

Price: $799

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 1.800.248.5667.

View the Public Classroom FAQs.

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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 1.800.248.5667.

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.


HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description