BCS Specialist Certificate in Service Level Management, 3 days

from £1,350

This course provides candidates with an understanding of the principles of, and practical experience, of using industry best practice involved in the compilation of a Service Catalogue, identification of service level requirements, construction of Service Level Agreements following negotiation with the customers, reviewing of service performance and implementing and managing service improvement plans or programmes leading to a Specialist qualification in Service Level Management.

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Key features
- Live instructor led course
  with 18 hours of training
- Session runs from 9.30–5pm with normal breaks included
- Fully certified trainer
- Get key skills and practical knowledge
- This course is available for delivery at your office, 1-1 and groups – contact us
- Course materials included
- Recognised course certificate

What will I learn?

Holders of the ISEB Specialist Certificate in Service Level Management will be able to demonstrate their competence in, and their ability to:

Explain the goals and objectives of Service Level Management
Understand and explain processes and roles of Service Level Management
Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to Service Level Management
Develop and improve the customer and business focus of Service Level Management
Compile and maintain a Service Catalogue
Plan and construct a suitable structure and format for Service Level Agreements (SLAs)
Identify Service Level Requirements (SLRs) via discussion and agreement with the Customer
Negotiate and agree SLAs with the Customer.
Understand and identify Operating Level Agreements (OLAs)
Negotiate and agree OLAs with the IT Providers
Implement and manage Service Improvement Programmes (SIPs)
Be aware of the support tools and techniques available for the implementation and support of Service Level Management
Monitor, review and report on service performance against SLA and OLA targets
Understand the interdependencies between Service Level Management and other IT areas and processes
Assist with the planning and implementation of Service Level Management

Certification

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Reviews

Trainer was very knowledgeable and explained things clearly so everyone understood. The trainer adapted the materials to our audience to ensure everyone was getting what they needed. Our audience had different knowledge levels for different reasons in their jobs, the trainer managed to engaged all these different learnings. Thank You. S Clipston

Nicely structured training event. We were kept up to date at all times with timely communications during the booking process so we have already booked more sessions with go courses. T Eversham